Sr. Quality Assurance Specialist

Title : Sr. Quality Assurance SpecialistLocation : Tysons Corner, VADuration : Long termJob Description: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 serviceOperating quality assurance and quality monitoring programs.Assisting and developing training modules, staff improvement programs, and implementing customer satisfaction programsMonitoring inbound and outbound communications to observe customer satisfactionDocumenting contact observations programs to provide feedback and coaching to the Help Desk SpecialistsCoordinating with internal training partners to develop training modulesAdditional Required Knowledge and Skills:Ability to communicate clearly, both orally and in writingAbility to adapt to changing environmentsAbility to build relationships and collaborate effectively with Contractor and staffAbility to demonstrate understanding of customer care and call center processesAbility to lead and manage projects, analyze problems, and make oral presentationAbility to provide clear leadership, technical direction, and guidance to all levels of staffAbility to support and execute all non-Key Personnel duties as neededAbility to facilitate new hire training sessionsAbility to recognize staff deficiencies and develop training initiatives to address deficienciesAbility to demonstrate proficiency in Microsoft Office suiteAbility to conduct staff evaluations to identify areas of improvement - provided by Dice

Created: 2025-10-04