Contact Center Quality Analyst Lead

Overview

Integral Federal is seeking a Quality Assurance Analyst to join a contact center support team for a federal agency. You will play a crucial role by maintaining high service standards through monitoring, evaluating, and enhancing the quality of customer interactions; and you will be the lead in providing Root Cause Analysis (RCA) and collaborating on solutions to address process, systems, or personnel issues that need to be corrected.  This role also involves presenting these findings and solutions to the client.  You will work with the team to make adjustments, when the analysis reveals shortcomings, to the training of agents and developing any learning aids to assist the workforce and improve their customer service and meet set metric goals.  The ideal candidate will have a keen eye for detail, strong analytical skills, have the ability to see the big picture, identify trends found in data coming from multiple sources, be forward leaning, have a passion for continuous improvement, be flexible, and have strong communication and presentation skills.  They should also have direct experience providing analysis for a service desk program. Given the nature of this work, all candidates must maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

 

This position is located five days a week at a client site in Tysons, VA. 

Responsibilities

• Using data from the CRM system, audit results, and other sources; perform root cause analysis, determine trends and sources of issues, and collaborate with team to come up with solutions/recommendations and present to the client.
• Monitor and evaluate agents to ensure compliance with quality standards and identify areas for improvement within the Quality Assurance process.
• Proactively and routinely review auditing processes to ensure compliance and identify areas for improvement.
• Work with management and application SMEs, to implement changes that enhance the overall customer experience and satisfy the clients’ expectations.
• Develop, implement, and maintain quality assurance guidelines, records and process improvement.
• Analyze performance data and prepare detailed reports on service quality and training effectiveness.  Based upon findings from the RCA, make recommendations--when needed--on training follow-ups and changes to the training materials.
• Stay current with agency system information, changes, and updates as needed.

Qualifications

Required:

• Bachelor's degree
• 5+ years supporting an Enterprise IT Service Desk, Application Service Desk, or ITSM organization
• Experience performing root cause analysis (RCA) for using data from Salesforce (preferred) or ServiceNow, as well as data from audits and other sources
• Demonstrated experience analyzing tickets, SLA performance, backlog, and customer experience metrics to identify issues and determine trends and help with developing solutions that address the root cause
• Experience presenting findings and recommendations to government leadership – strong communication skills (written and verbal) is critical
• Experience working with leadership team and other experts on a program to implements and track success of proposed solutions
• Technical Business Analyst or IT Service Management Analyst experience preferred
• Experience developing dashboards and reporting using Excel (required) and/or Power BI (desired)
• ACTIVE SECRET CLEARANCE REQUIRED

 

Preferred:

• Power BI, Power Apps experience is a plus. Demonstrated experience designing dashboards and creating ways to illustrate data to clients and develop self-service information dashboards
• SharePoint experience is a plus

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

 

Integral is headquartered in McLean, VA and serves clients throughout the country.

 

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

 

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Employee Assistance Program

 

Equal Opportunity Employer/Protected Veteran/Disability