Sr. Quality Assurance Analyst
1 month ago
Sr. Quality Assurance Analyst
HighPoint’s professionals focus on helping government agencies and companies implement their most critically strategic initiatives. The role of Sr. 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.
-
Lead Quality Assurance Analyst
2 weeks ago
Vienna, United States HighPoint Full timeDescription 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...
-
Sr. Business Analyst
6 days ago
Vienna, United States Alpha Omega Integration, LLC Full timeAlpha Omega Integration LLC is an award-winning Federal IT Solutions provider. Since its inception in September 2016, we have grown from a start-up to a $100m/year business. Alpha Omega's growth stems from our mission focus: to make the US Government the best in the world. We achieve that via advanced capabilities in the areas of Design & Product Management,...
-
Business Analyst-Remote
3 weeks ago
Vienna, United States Shuvel Digital Full timeClearance Requirement: Must be US Citizen and should be able to obtain DHS FEMA clearance.Job DescriptionBusiness Analysts needed to evolve to meet emerging business needs and to support new mandates and initiatives. It is important to analyze and implement advances in technologies that will improve the efficiency and performance of the systems. The Business...
-
Sr. Financial Analyst of Business Units
3 weeks ago
Vienna, United States Alarm.com Full timePOSITION OVERVIEW Alarm.com, a highly innovative and entrepreneurial SaaS (Software as a Service) company, is seeking a Sr. Financial Analyst to join our Business Unit FP&A team, primarily supporting our EnergyHub business. EnergyHub empowers utilities and their customers to create a clean, distributed energy future by turning smart thermostats, EVs,...
-
Business Analyst-Remote
1 week ago
Vienna, United States Shuvel Digital Full timeClearance Requirement: Must be US Citizen and should be able to obtain DHS FEMA clearance. Job Description Business Analysts needed to evolve to meet emerging business needs and to support new mandates and initiatives. It is important to analyze and implement advances in technologies that will improve the efficiency and performance of the systems. The...
-
Quality Assurance Automation Lead
5 days ago
Vienna, United States LIGHTFEATHER IO LLC Full timeLightFeather is currently seeking a highly skilled and experienced Quality Assurance Automation Lead to join our dynamic team. The successful candidate will have overall responsibility for the performance of software test plan development and execution, ensuring the highest standards of quality and performance in our software products.This Position is Remote...
-
Quality Assurance Automation Lead
2 days ago
Vienna, United States LIGHTFEATHER IO LLC Full timeLightFeather is currently seeking a highly skilled and experienced Quality Assurance Automation Lead to join our dynamic team. The successful candidate will have overall responsibility for the performance of software test plan development and execution, ensuring the highest standards of quality and performance in our software products.This Position is Remote...
-
Senior Business Analyst
1 week ago
Vienna, United States Armedia Full timeArmedia is in search of a Business Analyst, this position can be fully remote, however, candidates that are in the DC Metro area are highly preferred to attend occasional meetings at our office in Vienna, VA (Tyson's Corner). A Business Analyst at Armedia is responsible for completing analytical functions in the organization. The position requires you to...
-
Senior Business Analyst
2 days ago
Vienna, United States Armedia Full timeArmedia is in search of a Business Analyst, this position can be fully remote, however, candidates that are in the DC Metro area are highly preferred to attend occasional meetings at our office in Vienna, VA (Tyson's Corner). A Business Analyst at Armedia is responsible for completing analytical functions in the organization. The position requires you to...
-
Mid-Level QA Analyst
2 weeks ago
Vienna, United States Alpha Omega Integration, LLC Full timeAlpha Omega Integration LLC is an award-winning Federal IT Solutions provider. Since its inception in September 2016, we have grown from a start-up to a $100m/year business. Alpha Omega's growth stems from our mission focus: to make the US Government the best in the world. We achieve that via advanced capabilities in the areas of Design & Product Management,...
-
Mid-Level QA Analyst
1 week ago
Vienna, United States Alpha Omega Integration, LLC Full timeAlpha Omega Integration LLC is an award-winning Federal IT Solutions provider. Since its inception in September 2016, we have grown from a start-up to a $100m/year business. Alpha Omega's growth stems from our mission focus: to make the US Government the best in the world. We achieve that via advanced capabilities in the areas of Design & Product Management,...
-
Sr Feedback Analyst
20 hours ago
Vienna, United States WorldStrides Full timeCompany IntroductionWorldStrides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C., and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers...
-
Alfresco Business Analyst
2 weeks ago
Vienna, United States Armedia LLC Full timeJob DescriptionJob DescriptionArmedia is in search of a Business Analyst with Alfresco Records Management experience. Candidate must be local to the DC Metro area for a hybrid commute. A Business Analyst at Armedia is responsible for completing analytical functions in the organization. The position requires you to collaborate with clients and be...
-
Alfresco Business Analyst
2 months ago
Vienna, United States Armedia LLC Full timeJob DescriptionJob DescriptionArmedia is in search of a Business Analyst with Alfresco Records Management experience. Candidate must be local to the DC Metro area for a hybrid commute. A Business Analyst at Armedia is responsible for completing analytical functions in the organization. The position requires you to collaborate with clients and be...
-
Senior FP&A Analyst
3 weeks ago
Vienna, United States Alarm.com Full timePOSITION OVERVIEW Alarm.com, a highly innovative and entrepreneurial SaaS (Software as a Service) company, is seeking a Sr. Financial Analyst to join our finance department. The corporate FP&A team is responsible for company-wide forecasting, long-term planning and analyzing the company's financial results and key financial metrics. This position will be...
-
Sr. Business Analyst
2 weeks ago
Vienna, United States Dynamic Integrated Services Full timeSenior Business Analyst (SharePoint) Who are we? Dynamic Integrated Services (DIS) is a proud Service-Disabled Veteran-Owned Small Business based in the Washington, D.C. Metropolitan area providing management consulting services to federal agencies and organizations supporting the public sector. DIS offers exceptional client services in the areas of...
-
Healthcare Data Analyst
1 week ago
Vienna, United States Duty First Consulting Full timeAbout the role:As a company founded by service-disabled Veterans, we at DFC are driven by a duty to serve our clients, our employees, and our community. We are committed to helping organizations achieve their goals by cultivating a team of talented professionals that delivers exceptional service, creative insights, and high-quality results.DFC is seeking an...
-
Sr. Security Engineer
3 weeks ago
Vienna, United States stackArmor Full timestackArmor is a fast-growing AWS security and cloud migration services partner with a focus on delivering compliance focused services. We were ranked #136 in the INC 500 fastest growing private companies in North America. We are growing our team and looking for talented and enthusiastic AWS engineers to help us migrate, manage, and automate common security...
-
Healthcare Data Analyst
2 weeks ago
Vienna, United States Duty First Consulting Full timeAbout the role: As a company founded by service-disabled Veterans, we at DFC are driven by a duty to serve our clients, our employees, and our community. We are committed to helping organizations achieve their goals by cultivating a team of talented professionals that delivers exceptional service, creative insights, and high-quality results. DFC is seeking...
-
Healthcare Data Analyst
2 days ago
Vienna, United States Duty First Consulting Full timeAbout the role: As a company founded by service-disabled Veterans, we at DFC are driven by a duty to serve our clients, our employees, and our community. We are committed to helping organizations achieve their goals by cultivating a team of talented professionals that delivers exceptional service, creative insights, and high-quality results. DFC is seeking...