Quality Specialist (Hybrid)

RTX • Richardson, TX

1d • Hybrid

About The Position

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA. The following position is to join our RTX Enterprise Services team: The Quality Specialist supports Service Desks and other Quality projects across Enterprise Services by ensuring advisors deliver high-quality service to all company customers. This role is responsible for monitoring performance, maintaining consistency and fairness in evaluations, and ensuring compliance with business principles and values. The Quality Specialist provides guidance, coaching, and constructive feedback to advisors to improve service quality and overall performance. This individual maintains professional and respectful relationships with stakeholders and collaborates across teams to support continuous improvement initiatives.

Requirements

• A University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience
• 3+ years of experience in HR and/or Payroll experience in a call center environment

Nice To Haves

• Ability to independently lead, manage, and drive projects to completion
• Demonstrated experience coaching and developing individuals
• Previous experience training call center advisors

Responsibilities

• Conduct quality evaluations for phone, chat, and case interactions using a Quality Management tool
• Utilize cloud-based quality management systems to monitor, evaluate, and improve employee performance
• Review and analyze interactions within ServiceNow to assess accuracy, compliance, and service excellence
• Provide coaching, counseling, and actionable feedback to advisors to drive performance improvement
• Support the facilitation and delivery of training initiatives.
• Ensure evaluations are consistent, fair, and aligned with company policies and service standards
• Conduct quality analysis, identify trends and performance gaps, and present findings and recommendations to leadership.
• Analyze qualitative data from sources such as MFA, Focus Groups, Advisor Suggestion Boxes, and KFTs to identify trends and opportunities for improvement in training, knowledge resources, and operational processes.
• Partner with Operational Excellence (OpEx) to collaboratively review insights and drive continuous improvement initiatives.
• Develop reports and present performance metrics using Microsoft Office tools (Excel, PowerPoint, etc.)

Benefits

• Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs.
• Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level