Overview:
The objective of this task order is to provide state of the art call center support across multiple technical and non-technical disciplines either at a government location or through alternative work arrangements. Expected to use industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder’s experience.
Responsibilities:
Responsible for assessing the quality of the performance of the Help Desk Specialists. The Quality Assurance Specialist 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 assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed.
Qualifications:
- Bachelors' Degree
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HDI Certification is required 30 days after TO award
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Ability to obtain Favorable ICE EOD Clearance "Public Trust" equal to Secret Clearance
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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: -
Ensuring the Help Desk Specialists are providing a level of excellent customer service
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Operating quality assurance and quality monitoring programs.
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Assisting and developing training modules, staff improvement programs, and implementing customer satisfaction programs
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Monitoring inbound and outbound communications to observe customer satisfaction
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Documenting contact observations programs to provide feedback and coaching to the Help Desk Specialists
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Coordinating with internal training partners to develop training modules
