Quality Specialist

Position Description & Qualifications Looking for a career where you can make a difference every day? The Call Quality Assurance Specialist Team is a dynamic team, supporting a staff of customer service representatives that are assisting customers with processing their retirement pensions. Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multi-employer pension plans. Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits. The Call Quality Assurance Specialist (CQAS) works under the direction of the Operational Excellence (OE) Quality Supervisor. The CQAS is part of a dynamic team responsible for monitoring/evaluating calls handled by Customer Service Representatives (CSRs) to ensure high-quality customer service, as well as measure our Program’s performance against Service Level Agreement (SLAs) and contractual Acceptable Quality Levels (AQLs.) Th CQAS role also supports management in root cause analysis, problem solving, risk mitigation, process improvements, etc., as well as performing a variety of other tasks as required. As a Call Quality Assurance Specialist, you can expect to: Have knowledge of pension benefits and the policies, procedures, rules and restrictions set forth by PBGC. Monitor/evaluate calls using Calabrio software, Excel based trackers, and QuEST. Provide coaching, feedback, and recommendations to improve agent performance. Analyze quality trends and identify opportunities for process improvement. Maintain accurate quality documentation, scorecards, and performance reports. Participate in calibration sessions to ensure consistency and fairness in evaluations. Support the development of training curriculum, facilitating new hire/recurring training. May periodically assists with handling inbound calls during high-volume periods or other operational needs, ensuring continuity of service and delivery of a high-quality customer experience. To Be Successful In This Role, You Will Have A High School diploma, or an Associate Degree in a closely related field from an accredited institution At least three (3) years’ experience performing quality assurance Willing to accept Customer Contact Center experience in lieu of 3 years experience performing quality assurance, if necessary. Previous experience on the PBGC contract Ability to obtain and/or maintain a public trust security clearance Additional Desired Skills Proficiency in Microsoft 365 applications, including Excel, Word, PowerPoint, Outlook, and Teams. Candidates must be located in VA, OH, FL, PA, MD, DE, GA, KY, TN, DC, CA, CO, IA, ME, MA, MN, NC, TX, or WV to be considered. Company Overview Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters. To review Serco benefits please visit: Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email. Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice. Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role): Medical, dental, and vision insurance Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract 401(k) plan that includes employer matching funds Tuition reimbursement program Life insurance and disability coverage Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection Birth, adoption, parental leave benefits Employee Assistance Plan To review all Serco benefits please visit: Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. #J-18808-Ljbffr Serco