JOB REQUIREMENTS: Duties NOTE: This is a TERM appointment (not-to-exceed2 years). Term appointments are non-status, nonpermanent appointments oflimited duration (more than 1 year but not more than 4). Term employeesare eligible to earn leave and generally have the same benefits aspermanent employees including health and life insurance, within-gradeincreases and Federal Employees Retirement System and Thrift SavingsPlan coverage. Term appointments may be extended without furthercompetition (up to the 4 year maximum). The appointment to a Termposition does not confer eligibility for promotion or reassignment toother positions or the ability to be non-competitively converted topermanent employment NOTE: This is a virtual position; the site will bedetermined upon selection. The salary range listed on this announcementonly reflects the GS base rate (not including locality). Upon selection,the salary will be adjusted to include the locality adjustment for thespecific location. Major duties and responsibilities include: Providesanalytical and statistical information, and review of individual, team,and program activities as they related to contact center\'s keyperformance indicators Assists in planning, researching, andimplementing ongoing analysis and investigative projects requiringapplication of statistical theory and quality management expertiseCoordinates and implements strategies related to quality improvement andnew organizational initiatives Performs monitoring of call center staffby reviewing recorded phone calls as well as other communicationchannels (email, Web Chat, text etc.) and other systems used byorganization to evaluate responses for accuracy, consistency, servicerecovery, and world class customer service Determines fail or pass onall calls being reviewed Provides performance improvement guidancedirectly to the onsite management team upon a rejected qualityevaluation monitor. Completes call quality monitoring and StatisticalQuality Control (SQC)to identify best practices and/or deficiencies ofthe call center for trending purposes Utilizes various software packages(i.e., Calabrio, Microsoft Power BI, Excel, PowerPoint, Salesforce etc.)to prepare special reports, and briefings Prepares a variety of ad-hocand special-action reports using data from various databases and takespersonal initiative to compute required metrics, reports, and statisticsas needed Performs other related duties Work Schedule: Monday throughFriday, 8:00am to 4:30pm; Flexible schedule may be... For full infofollow application link. The United States Government does notdiscriminate in employment on the basis of race, color, religion, sex(including pregnancy and gender identity), national origin, politicalaffiliation, sexual orientation, marital status, disability, geneticinformation, age, membership in an employee organization, retaliation,parental status, military service, or other non-merit factor. *****APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/B68AC7BF6F404591