Quality Specialist

U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems. 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. What You Will Do 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.) Qualifications You Must Have 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 Qualifications We Prefer Ability to independently lead, manage, and drive projects to completion Demonstrated experience coaching and developing individuals Previous experience training call center advisors What We Offer 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. Learn More & Apply Now! Work Location: This is a hybrid role, eligible candidates must reside within commuting distance of Farmington, CT, Dallas-Fort Worth Metro area, Cedar Rapids, IA, Tucson, AZ, Charlotte, NC. Please consider the following role type definition as you apply for this role: Hybrid: Employees who are working in hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader. As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote. The salary range for this role is 86,800 USD - 165,200 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window. RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act. #J-18808-Ljbffr