Quality Specialist

Call Quality Assurance Specialist

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.) The 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 assist 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.

If you are interested in supporting and working with our PBGC Team and a passionate Serco team, submit your application now for immediate consideration. It only takes a few minutes and could change your career.