Quality Assurance Analyst
About The Position
The Bureau of the Comptroller and Global Financial Services (CGFS) of the Department of State (DoS) has a requirement for an analyst to support the Quality Control Program in the Office of Customer Engagement (CE) located in Charleston, SC. The Office of Customer Engagement (CE) provides customer support desk services, Knowledge Base, training development, delivery for overseas financial operations, system implementation training and support, and payroll customer support for American employees and retirees. This position serves as a Quality Assurance Analyst responsible for reviewing employee output, providing performance feedback, and assisting with coaching and training to support employee development and continuous improvement. The contractor shall perform these services under Jennifer Mazzanti, DoS Manager, Quality Control Program for the Office of Customer Engagement.
Requirements
- Superior organizational, oral and written communication skills
- Ability to follow directions
- Experience with computer applications
- Ability to understand brief explanations of work requirements
- Ability to lift 10 pounds
- Ability to sit, stand, bend, kneel and type for an extended period
- Ability to provide principal secretarial support in the office maintaining a close and highly responsive relationship to the office's day-to-day activities
- Ability to work independently
- Understanding of the office routine and an understanding of the organization, programs, and procedures related to the work in the office
- Ability to handle a wide variety of situations and conflicts involving the clerical or administrative functions of the office that often cannot be brought to the attention of the executive
- Ability to compose correspondence requiring some understanding of technical matters
- Ability to take notes of commitments made by executive during meetings and arrange for staff implementation
- Ability to arrange for staff members to represent the organization at conferences and meetings
- Ability to establish appointment priorities, or reschedule or cancel appointments and invitations
- Ability to read outgoing correspondence for executive’s approval and alert writers of discrepancies in organizational policies
- Ability to give advice to resolve the problems
- Ability to participate in problem solving and editing
- Ability to ensure that requests for action or information are relayed to the appropriate staff member in the executive's absence
- Ability to interpret request and help implement action as needed
- Ability to ensure information is furnished in a timely manner
- Ability to determine if executive should be notified of important or emergency matters
- Moderate Risk Public Trust (MRPT) or Secret Security Clearance
Nice To Haves
- Intermediate proficiency with Microsoft Office Suite
- Experience using a help desk ticketing system or customer relationship management (CRM) systems
- Exceptional oral, written, and interpersonal communication skills. Ability to communicate professionally, tactfully and courteously with coworkers and management
- Strong knowledge of customer care processes and techniques and a proven ability to provide exceptional customer service
- Ability to demonstrate a positive customer service and team-oriented attitude.
- Ability to multitask in a self-motivated, cross-functional environment.
- Ability to interpret quality metrics and prepare basic performance reports.
- Ability to anticipate needs beyond assigned duties.
Responsibilities
- Monitors analysts to ensure accuracy and quality of customer email interactions
- Aids the Quality Assurance Program Administrator as necessary
- Provides feedback to analysts on strengths and areas of improvement
- Provides coaching and on-the-job training to analysts when applicable
- Uses quality monitoring data to compile and track performance at team and individual levels
- Provides feedback to team leads and management
- Recommends updates to Knowledge Base articles and process improvements.
- Utilizes approved AI-enabled tools, when authorized, to assist with data analysis, documentation, quality reporting, and process improvement while ensuring the accuracy, confidentiality, and integrity of all work products.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
