Quality Assurance Analyst

Quality Assurance Analyst

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.

The Quality Assurance Analyst is responsible for ensuring employees provide excellent customer service when interacting with customers. The Quality Assurance Analyst is responsible for monitoring employee output, providing specific performance feedback, and delivering consistent coaching and training for employee development.

• 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.

Preferred Skills, but not Required:

• 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.

The employee shall possess superior organizational, oral and written communication skills and the ability to follow directions, experience with computer applications is required along with an ability to understand brief explanations of work requirements, an ability to lift 10 pounds, and the ability to sit, stand, bend, kneel and type for an extended period. The employee shall provide principal secretarial support in the office maintaining a close and highly responsive relationship to the office's day-to-day activities, work independently, understand the office routine and an understanding of the organization, programs, and procedures related to the work in the office.

Secretary V handles 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 and may participate in developing the work deadlines. Duties include or are comparable to, composing correspondence requiring some understanding of technical matters; notes commitments made by executive during meetings and arranges for staff implementation. May arrange for staff members to represent the organization at conferences and meetings, establish appointment priorities, or reschedule or cancel appointments and invitations; reads outgoing correspondence for executive's approval and alerts writers of discrepancies in organizational policies; gives advice to resolve the problems; may participate in problem solving and editing; in the executive's absence, ensures that requests for action or information are relayed to the appropriate staff member; as needed, interprets request and helps implement action; makes sure information is furnished in a timely manner; determines if executive should be notified of important or emergency matters.

The position requires Moderate Risk Public Trust (MRPT) or Secret Security Clearance.

The contractor is expected to work an 8-hour shift on-site between the hours of 6:15 am - 6:00 pm (work schedule will be defined based on the work requirements of the department). The contractor is authorized a non-compensated 30-, 45-, or 60-minute lunch Monday through Friday, excluding federal holidays observed at the government site. Performance under this task order may require work more than the normal forty-hour work week to include weekends as the workload requires and may be scheduled or unscheduled, authorized by your Project Manager and Federal Management. The position is a 100% on-site position (5 days in office). This work location may be in Charleston, SC.