Lead Quality Assurance Analyst

3 weeks ago

Falls Church, United States HighPoint Full time

Lead Quality Assurance Analyst HighPoint’s professionals focus on helping government agencies and companies implement their most critically strategic initiatives. The role of Lead Quality Assurance Analyst contributes to HighPoint through leadership, project planning, communication management, financial management, stakeholder management, issues and risk management, and scope management. KNOWLEDGE AND SKILLS REQUIREMENTS: Manage and Monitor QA scores and CSAT survey thresholds for CSR’s. Knowledge of ensuring Customer Services Representatives (CSR) are providing a level of excellent customer service. Knowledge of operating quality assurance and quality monitoring programs. Knowledge of assisting and developing training modules, staff improvement programs, and implementing customer satisfaction programs Knowledge of monitoring inbound and outbound communications to observe customer satisfaction. Knowledge of documenting contact observations programs in order to provide feedback and coaching to the CSRs. Provide exemplary leadership to project team members, stakeholders, and sponsors by creating a productive and engaged team culture, identifying process improvement opportunities, and being accountable to leadership and the client. Manage and communicate a clear vision of the project objectives to all stakeholders. JOB RESPONSIBILITIES: Ability to demonstrate understanding of customer care and contact center processes. Ability to build relationships and collaborate effectively with Contractor and Federal staff. Ability to adapt to changing environments. Strong organizational and time management skills. Ability to lead and manage projects, analyze problems, and make oral presentations. Excellent written and verbal communication skills and demonstrated ability to communicate effectively with all levels of the organization. EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS: Bachelor’s Degree and specialized experience providing quality assurance analysis for a multi-tier/level Contact Center required. Minimum of Eight (8) years of experience monitoring communications to internal and external customers HDI certification required ABOUT HIGHPOINT: HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice. HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives. At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities. HighPoint is privately held with 250 plus passionate employees across offices and locations in Indianapolis, Indiana; and Herndon, Virginia. HighPoint Digital, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, sexual orientation, age, religion, national or ethnic origin, disability or veteran status. HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.

  • Quality Assurance Analyst

    1 week ago

    Falls Church, United States BlueWater Federal Solutions Full time

    Overview BlueWater Federal is looking for a QA Analyst to support a DHA program ResponsibilitiesProvide development of project Quality Assurance Plan and the implementation of procedures that conform to the requirements of the contract. Provide an independent assessment of how the project's software and hardware development process is being implemented...

  • Quality Assurance Analyst

    1 month ago

    Falls Church, United States General Dynamics Information Technology Full time

    Background: General Dynamics Information Technology (GDIT), a market leader and technology innovator, is seeking talented professionals to deliver detailed solutions to our customers. GDIT has an opening for a Quality Assurance (QA) Analyst to join our team. This position provides an opportunity to join an expanding team that will continue to develop and...

  • Quality Assurance Lead

    1 week ago

    Falls Church, United States LIGHTFEATHER IO LLC Full time

    LightFeather is currently seeking a highly skilled Quality Assurance Lead to join our team and drive excellence in software testing and quality assurance practices. The successful candidate will be instrumental in developing and executing software test plans to ensure the highest standards of quality and efficiency. This role demands a strategic thinker who...

  • Quality Assurance Lead

    2 weeks ago

    Falls Church, United States LIGHTFEATHER IO LLC Full time

    LightFeather is currently seeking a highly skilled Quality Assurance Lead to join our team and drive excellence in software testing and quality assurance practices. The successful candidate will be instrumental in developing and executing software test plans to ensure the highest standards of quality and efficiency. This role demands a strategic thinker who...

  • Quality Assurance Analyst

    4 weeks ago

    Bellows Falls, United States Marmon Holdings, Inc. Full time

    Sonnax Transmission CompanyCome join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.This team-oriented role partners with quality...

  • Quality Assurance Analyst

    4 weeks ago

    Bellows Falls, United States Marmon Holdings, Inc. Full time

    Sonnax Transmission Company Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent. This team-oriented role partners with...

  • Quality Assurance Specialist

    3 weeks ago

    Falls Church, United States Chenega Corporation Full time

    Overview: **Quality Assurance Specialist** **Falls Church, VA** Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for...

  • Quality Assurance Specialist

    3 weeks ago

    Falls Church, United States Chenega MIOS Full time

    **Req ID**: 30737 **Summary** **Quality Assurance Specialist** **Falls Church, VA** Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS)...

  • Analyst Team Lead 2024

    4 weeks ago

    Falls Church, United States PublicRelay Full time

    PublicRelay is looking for a Team Lead with at least three years of management experience to head a group of media analysts in our Tysons, VA, office. Team Leads play a vital role in our organization by managing media analysts with the expectation to train and develop the analysts on their team, assist with resource management, ensure accurate and quality...

  • Business Analyst/quality Assurance

    4 weeks ago

    Falls Church, United States T and T Consulting Services Inc Full time

    **Project Overview**: Will provide services within the department of commerce in accordance with its mission. The Business Systems Analyst will support the Greater Atlantic Regional Fisheries Office (GARFO) with delivery of projects, creates technical solutions to business problems, analyzes processes for maximum use of technical systems capabilities, and...

  • Business Analyst/Quality Assurance

    3 weeks ago

    Falls Church, United States T and T Consulting Services Inc Full time

    Job DescriptionJob DescriptionProject Overview:Will provide services within the department of commerce in accordance with its mission. The Business Systems Analyst will support the Greater Atlantic Regional Fisheries Office (GARFO) with delivery of projects, creates technical solutions to business problems, analyzes processes for maximum use of technical...

  • Business Analyst/Quality Assurance

    3 weeks ago

    Falls Church, United States T and T Consulting Services Inc Full time

    Job DescriptionJob DescriptionProject Overview:Will provide services within the department of commerce in accordance with its mission. The Business Systems Analyst will support the Greater Atlantic Regional Fisheries Office (GARFO) with delivery of projects, creates technical solutions to business problems, analyzes processes for maximum use of technical...

  • Business Analyst/Quality Assurance

    6 days ago

    Falls Church, United States T and T Consulting Services Inc Full time

    Job DescriptionJob DescriptionProject Overview:Will provide services within the department of commerce in accordance with its mission. The Business Systems Analyst will support the Greater Atlantic Regional Fisheries Office (GARFO) with delivery of projects, creates technical solutions to business problems, analyzes processes for maximum use of technical...

  • Business Analyst/Quality Assurance

    1 hour ago

    Falls Church, United States T and T Consulting Services Inc Full time

    Job DescriptionJob DescriptionProject Overview:Will provide services within the department of commerce in accordance with its mission. The Business Systems Analyst will support the Greater Atlantic Regional Fisheries Office (GARFO) with delivery of projects, creates technical solutions to business problems, analyzes processes for maximum use of technical...

  • Niprnet Information Analyst Lead

    5 days ago

    Falls Church, United States General Dynamics Information Technology Full time

    Type of Requisition: Regular Clearance Level Must Currently Possess: Interim Secret Clearance Level Must Be Able to Obtain: Secret Suitability: Public Trust/Other Required: NACLC (T3) Job Family: Systems Analysis Job Qualifications: **Skills**:Enterprise Systems, IT Networking, Security Assurance, Standard Operating Procedure (SOP), Technical...

  • Business Analyst Ii

    5 days ago

    Falls Church, United States Cherokee Federal Full time

    **Business Analyst **This position requires an active **Secret **clearance or the ability to obtain a **Secret **clearance to be considered. ** As required by our governmental client, this position requires being a US Citizen. **Compensation & Benefits**: - Estimated Starting Salary Range for **Business Analyst**: $ 70,000-78,000 - Pay commensurate with...

  • Software Quality Assurance Engineer and Tester

    3 weeks ago

    Falls Church, United States Blueiristech Full time

    Software Quality Assurance Engineer and Tester Full-time Blue Iris Tech Consulting is an SBA approved 8(a), Economically Disadvantaged,Woman Owned Small Business (EDWOSB),specializing in exceptional client services that focuses on Information Technology, Process Improvement, Change Management,and Strategic Planning. Blue Iris Tech believes in empowering its...

  • Siprnet Information Analyst Lead

    5 days ago

    Falls Church, United States General Dynamics Information Technology Full time

    Type of Requisition: Regular Clearance Level Must Currently Possess: Interim Secret Clearance Level Must Be Able to Obtain: Secret Suitability: Public Trust/Other Required: NACLC (T3) Job Family: Systems Analysis Job Qualifications: **Skills**:Enterprise Systems, Network Systems, SIPRNET, Technical Documents Certifications: Security+, CE -...

  • Loan Services Quality Assurance, Training

    1 month ago

    Glens Falls, United States Arrow Financial Corporation Full time

    The Arrow Financial Corporation Family of Companies is seeking dynamic, authentic individuals to join our amazing team! Currently, we are looking for an experienced professional to join Loan Services team as: Loan Services Quality Assurance, Training Quality Assurance, Team Lead, Training, Customer Service, Operations, Quality, Business Services

  • Loan Services Quality Assurance, Training

    3 weeks ago

    Glens Falls, United States Arrow Financial Full time

    The Arrow Financial Corporation Family of Companies is seeking dynamic, authentic individuals to join our amazing team! Currently, we are looking for an experienced professional to join Loan Services team as: Loan Services Quality Assurance, Training Quality Assurance, Team Lead, Training, Customer Service, Operations, Quality, Business Services