Help Desk Quality Assurance Analyst
The Maryland-National Capital Park and Planning Commission
·Yesterday
- Salary
- $16 – $23/hr
- Location
- Riverdale, MD, MD, US
- Department
- IT
- Experience
- 18+ years
- Source
- GovernmentJobs
Description
Conduct weekly quality assurance audits of customer service tickets generated through emails and phone calls, using established scoring criteria to evaluate accuracy, customer service quality, documentation, procedural compliance, and use of internal knowledge resources. Export weekly ticket data from the ticket tracking system, preserve source data, and use Excel to prepare randomized audit samples representing a defined percentage of each Customer Service Representative’s completed tickets. Review and score selected tickets using a binary quality assurance rubric, applying established standards consistently across both simple and complex customer interactions. Document scoring decisions clearly and concisely, including brief explanations of identified errors and the correct information, classification, or procedure when applicable. Maintain accurate and organized quality assurance spreadsheets, verify the completeness and accuracy of audit data, and ensure weekly results are properly recorded. Update and maintain multiple QA reporting resources, including master audit records, individual employee records, and reporting files used by Customer Service Representatives and call center leadership. Manage a recurring weekly audit cycle independently, ensuring assigned ticket data is pulled, reviewed, scored, verified, distributed to the appropriate reporting locations, and completed by the end of each workweek. Track assigned work and completion status using Asana and maintain organized electronic records in accordance with established team procedures. Use the Customer Service Help Desk’s internal knowledge base and established resources to verify ticket accuracy and ensure scoring standards remain aligned with the guidance provided to Customer Service Representatives. Assist with data cleanup, report preparation, and other quality assurance or data-related projects involving information maintained in departmental systems. Support the preparation of reports, spreadsheets, and presentation materials that communicate quality assurance findings and trends to Help Desk and call center leadership. Participate in team meetings, training, calibration activities, and individual meetings with the Quality Assurance Supervisor to maintain consistent understanding and application of QA standards. Occasional operational support during high-volume registration periods, including reviewing customer documentation and verifying information in departmental systems.
Must be at least 18 years of age. Working familiarity with Microsoft Excel, including sorting and filtering data, using basic formulas, and organizing information across spreadsheets and workbooks. Familiarity with detailed data entry and maintaining organized electronic records.
Experience working with spreadsheets, reports, data entry, data validation, records management, or other data-intensive administrative work. Familiar with Microsoft 365 Suite tools. Previous experience in quality assurance, auditing, compliance review, or another role requiring the consistent application of established standards. Experience reviewing work for accuracy, identifying errors or inconsistencies, and documenting findings. Previous customer service or call center experience preferred.
Strong analytical skills and attention to detail, with the ability to review large amounts of information accurately and identify errors, inconsistencies, incomplete information, or unexpected results. Ability to apply established standards objectively and consistently across a high volume of customer service interactions and maintain consistent scoring across similar situations. Sound judgment when reviewing unusual or ambiguous situations, including the ability to consult written guidance, recognize when clarification is needed, and appropriately flag questions for review. Ability to make timely and confident decisions when established criteria clearly apply while remaining open to discussion, feedback, and correction when clarification is needed. Strong organizational and time-management skills, including the ability to self-direct work, manage a recurring weekly workload, adjust to competing assignments or required training, and meet established deadlines. Ability to remain focused and accurate while performing detailed, repetitive, and data-intensive work for extended periods. Ability to review spreadsheets and other data critically, recognize when totals, formulas, dates, samples, or other information may be incorrect, and take appropriate steps to verify accuracy. Ability to communicate scoring decisions, identified errors, and questions clearly, concisely, and professionally in both written and verbal communication. Ability to work collaboratively with other Quality Assurance Analysts, supervisors, trainers, and Customer Service Help Desk staff to maintain a shared understanding and consistent application of established standards. Ability to incorporate updated guidance and feedback into future work and adjust scoring practices to maintain consistency across the Quality Assurance team. Ability to maintain organized, accurate, and confidential records involving employee performance and quality assurance data.
This year-round seasonal position may work up to 32 hours per week. A four-day, eight-hour schedule is preferred, with some flexibility based on employee availability and operational needs. Work must be scheduled during normal business hours, Monday through Friday between 7:30 a.m. and 5:00 p.m. Employees are expected to maintain a consistent work schedule established in advance. The position is fully in-person during the first six months of employment. Following the six-month probationary period, employees may be eligible to work remotely up to two days per week based on satisfactory performance, supervisor approval, and operational needs. Occasional Saturday work may be required during seasonal registration periods, approximately five times per year. Weekly schedules may be adjusted as needed to accommodate these assignments.
Office-based work environment. Primarily sedentary work involving extended computer use and review of spreadsheets, customer service tickets, reports, and other electronic records. Work requires sustained attention to detail and may involve a high volume of work and recurring weekly deadlines.
Employment is contingent upon successful completion of a favorable background check, including fingerprinting. This is a year-round seasonal position scheduled for 32 hours per week throughout the year and subject to annual renewal. New employees are required to complete all applicable Commission onboarding, security, and mandatory training requirements.
Applicants with Disabilities under the Americans with Disabilities Act. If you require accommodation or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411. (Maryland Relay 7-1-1) M-NCPPC will make all efforts to reasonably accommodate you.
Skills
ExcelComplianceCustomer Service