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.   

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