The Quality Analyst plays a vital role in driving exceptional customer service by evaluating agent interactions, delivering constructive feedback, and promoting ongoing performance enhancement. This is a temporary position posted to build a talent pipeline for disaster relief efforts. The start date is contingent upon the award of work.

• High school diploma or equivalent required.
• Must be a U.S. citizen and meet eligibility for federal clearance.
• Must not be under any form of corrective action and must be eligible for internal transfer.
• Proficient in Microsoft Word, Excel, Access, and call center systems.
• Strong verbal and written communication skills.
• Demonstrated ability to coach, lead, and motivate others.
• Professional, empathetic, and customer-focused demeanor.
• Investigative mindset with the ability to ask probing questions and analyze information.
• Excellent time management, problem-solving, and decision-making skills.
• Highly organized and detail-oriented with the ability to multitask effectively.
• Capable of handling high-pressure situations and difficult customer interactions with professionalism.

• Interpret and apply client-specific policies and procedures accurately.
• Evaluate agent calls using a standardized scoring system to ensure consistency and fairness.
• Conduct coaching sessions to help agents enhance their service delivery and communication skills.
• Respond promptly and appropriately to inquiries, suggestions, and concerns, or escalate them as needed.
• Collaborate with Team Leaders to develop and implement performance improvement plans.
• Generate and maintain weekly quality assurance reports.
• Perform additional duties as assigned to support team and organizational goals.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.