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| Company Name: |
General Dynamics IT |
| Location: |
Home Office, LA |
| Position Type: |
Full Time |
| Post Date: |
06/02/2026 |
| Expire Date: |
07/03/2026 |
| Job Categories: |
Engineering, Information Technology |
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National Assistance Center Quality Assurance Specialist
This position serves as the member of the team with the responsibility to ensure the highest level of quality to the FEMA customer through the performance of a dedicated focus on quality assurance on customer service and information accuracy. This individual will foster the quality assurance approach and plan across the program. This activity will require active engagement and implementation of regularly scheduled internal calibration sessions, monitoring customer interactions, analysis of quality data to identify trends, and communication of program quality performance. The successful candidate will have experience with quality assurance processes. The candidate will be a proactive agent for change, possess high energy, have a passion for quality, and be self-motivated. 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 accuracyWrites effective, actionable feedback on customer interaction evaluationsFacilitates calibration sessions with internal employees and client representativesUtilizes Microsoft Excel to report and identify performance trends based on data gathered as part of the quality processRepresents quality on PMO and Operation meetingsUses quality data to make recommendations for improvementsPrioritized and meets contractual deadlinesMaintains high level of confidentiality regarding employee informationWorks independently and as part of a teamCommunicates proactively any concerns/issues that will impact deliverable and/or businessWill occasionally engage with customers via phone as needed Required Qualifications:HS Diploma; AND1+ years of experience in a Call Center environmentDemonstrated Experience in communicating with executive level leadershipIntermediate proficiency with MS Office Products (Word, Excel, Visio, PowerPoint, & Project)US CitizenshipAn ability to speak, read, and write English fluentlyLouisiana/Texas residency living with in a reasonable driving distance, approximately 60 miles or less of the locaton to which you applied Preferred Qualifications:1+ years of experience in utilizing Quality Management Systems1+ years of experience with call playback softwareAbility to multi-task, complete tasks without direct supervision, and function in a dynamic, fast-paced environmentFEMA program experience preferred WHAT GDIT CAN OFFER YOU: 401K with company matchInternal mobility team dedicated to helping you own your careerCollaborative teams of highly motivated critical thinkers and innovatorsAbility to make a real impact on the world around you
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| Company Name: |
General Dynamics IT |
| Website: | https://www.gdit.com/careers/job/532bab52c/national-assistance-center-quality-assurance-specialist/?source=AutoAppend_HBCU |
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