Req ID: RQ176642

Type of Requisition: Casual+SCA

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: Other

Job Family: SCA

Skills:

Call Center,Customer Service,Give Feedback

Experience:

1 + years of related experience

US Citizenship Required:

Yes

Job Description:

General Dynamics Information Technology has opportunities available for Contact Center Quality Assurance Analysts in support of our National Assistance Center program.

Responsibilities and Duties:

Reviews live and recorded phone calls for customer service and information accuracy

Writes effective, actionable feedback on customer interaction evaluations

Facilitates calibration sessions with internal employees and client representatives

Utilizes Microsoft Excel to report and identify performance trends based on data gathered as part of the quality process

Represents quality on PMO and Operation meetings

Uses quality data to make recommendations for improvements

Prioritized and meets contractual deadlines

Maintains high level of confidentiality regarding employee information

Works independently and as part of a team

Communicates proactively any concerns/issues that will impact deliverable and/or business

Will occasionally engage with customers via phone as needed

Required Qualifications:

Ability to speak, read, and write English and Spanish fluently

HS Diploma; AND

1+ years of experience in a Call Center environment

Demonstrated Experience in communicating with executive level leadership

Intermediate proficiency with MS Office Products (Word, Excel, Visio, PowerPoint, Project)

Preferred Qualifications:

1+ years of experience in utilizing Quality Management Systems

1+ years of experience with call playback software

Ability to multi-task, complete tasks without direct supervision, and function in a dynamic, fast-paced environment

The likely hourly rate for this position is between $14.40 - $24.04. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.