quality review technician
3 weeks ago
Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees within Rome, NY and eligible Priority Placement Program DoD Military Spouses Preference applicants.
This announcement will be used to fill positions with an entry grade of GS-6, or GS-7 with a target grade of GS-7. The minimum salary for grade GS-6 is $44,117, the maximum salary is $57,354. The minimum salary for grade GS-7 is $49,025, the maximum salary is $63,733.
Duties
- Randomly monitors Contract representative (CRs) contact with customers (calls and electronic messages) to ensure accurate information is delivered in a professional manner.
- Evaluates call and e-mail interactions using established guidelines and appropriate systems.
- Performs analysis of Customers Operations procedures, responses to customers, and customer feedback, to recommend and develop modified or new methods of addressing customer issues and improving the customer service program.
- Communicates ongoing training needs to Customer Contact Center's management.
- Assists in developing customer service program goals and surveys to measure customer satisfaction, and to recommend improvements.
- Uses multiple research approaches to gather customer feedback information about Customer Contact Center performance and service delivery.
- Duties will be developmental in nature when the position is filled below the full performance level.
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