Sr. Quality Assurance Specialist with Security ...

The Quality Assurance Specialist shall be responsible for assessing the quality of the performance of the Help Desk Specialists. The Quality Assurance Specialist shall monitor inbound and outbound calls and emails responses to assess demeanor, technical accuracy, customer service performance, and conformity to SRC policies and procedures. The Quality Assurance Specialist shall assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed. Required Education Requirements: Bachelor''s Degree and specialized experience providing quality assurance analysis for a multi-tier/level Call Center required. Current HDI Certification is required. Experience Requirements: In addition to the education requirement the Quality Assurance Specialist shall also have a minimum of eight (8) years of experience monitoring communications to internal and external shareholders to ensure information disseminated complies with guidance and regulations and/or like complexity. Acceptable specialized Quality Assurance Specialist experience shall also include: Experience with: Ensuring the Help Desk Specialists are providing a level of excellent customer service Operating quality assurance and quality monitoring programs. Assisting and developing training modules, staff improvement programs, and implementing customer satisfaction programs Monitoring inbound and outbound communications to observe customer satisfaction Documenting contact observations programs to provide feedback and coaching to the Help Desk Specialists Coordinating with internal training partners to develop training modules Additional Required Knowledge and Skills: Ability to communicate clearly, both orally and in writing Ability to adapt to changing environments Ability to build relationships and collaborate effectively with Contractor and staff Ability to demonstrate understanding of customer care and call center processes Ability to lead and manage projects, analyze problems, and make oral presentation Ability to provide clear leadership, technical direction, and guidance to all levels of staff Ability to support and execute all non-Key Personnel duties as needed Ability to facilitate new hire training sessions Ability to recognize staff deficiencies and develop training initiatives to address deficiencies Ability to demonstrate proficiency in Microsoft Office suite Ability to conduct staff evaluations to identify areas of improvement

Created: 2025-10-04