National Assistance Center Quality Assurance Specialist

General Dynamics
United States
Workplace: RemotePart timeUSD 17.57 - 20.7 hourlyFunction: QA, Test & Release EngineeringExperience: 1+ yearsEducation: high_schoolSkills: ["Communication","Confidentiality","Self-motivation","Independent work"]

Ensure quality and information accuracy for customer service delivered to the FEMA customer by driving a program-wide quality assurance approach. You will review live and recorded calls, write actionable feedback, run calibration sessions, analyze quality data to identify trends, and recommend improvements. The role also supports PMO and operational meetings, maintains confidentiality, meets contractual deadlines, and occasionally engages customers by phone as needed.

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FursaFursa
General Dynamics
General Dynamics
2 days ago

National Assistance Center Quality Assurance Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Ensure quality and information accuracy for customer service delivered to the FEMA customer by driving a program-wide quality assurance approach. You will review live and recorded calls, write actionable feedback, run calibration sessions, analyze quality data to identify trends, and recommend improvements. The role also supports PMO and operational meetings, maintains confidentiality, meets contractual deadlines, and occasionally engages customers by phone as needed.
Location: United States
Workplace: Remote
Employment Type: Part time
Job Function: QA, Test & Release Engineering
Seniority: Entry level

Key Responsibilities

  • •Review live and recorded phone calls for customer service and information accuracy.
  • •Write effective, actionable feedback based on customer interaction evaluations.
  • •Facilitate internal calibration sessions with employees and client representatives.
  • •Use Microsoft Excel to report and identify performance trends from quality data and communicate quality performance in PMO/operations meetings.
  • •Use quality data to recommend improvements while meeting contractual deadlines and maintaining confidentiality.
Travel: Low travel

Pay and Benefits

Salary: USD 17.57 - 20.7 hourly
Perks:401kHealth InsuranceDentalVisionPaid LeaveParental Leave

Key Requirements

  • •HS Diploma and 1+ years of related experience in a call center environment.
  • •Demonstrated experience communicating with executive-level leadership.
  • •Intermediate proficiency with MS Office products including Word, Excel, Visio, PowerPoint, and Project.
  • •US Citizenship required.
  • •Ability to multi-task and complete tasks without direct supervision in a dynamic, fast-paced environment.
Experience:1+ yearsCall centerFEMA
Education:High School
Skills:CommunicationConfidentialitySelf-motivationIndependent work
Tech Stack:Microsoft ExcelMicrosoft OfficeMicrosoft WordVisioPowerPointMicrosoft Project

Eligibility

Nationality:US National
Work Authorization:Authorization required. Sponsorship not provided.
Security Clearance:Other

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn