What are the responsibilities and job description for the Application SME - Quality Assurance position at Integral Federal, Inc?
| # of Openings | 1 | Category | Administrative & Clerical | Clearance | Secret | Clearance Status | Active |
Application Support SME - Quality Assurance
Remote, Coverage is 8am to 8pm EST Monday through Friday
Active Secret Clearance
Integral Federal is seeking an Application Support SME with a specialization in Quality Assurance for our contact center operations. This individual will be instrumental in maintaining high service quality, providing Tier 1 and Tier 2 support during peak periods, and leveraging metrics to drive support strategy and improvements. The role demands a tactical focus on internal quality assurance processes and the application of performance metrics to optimize the efficiency and effectiveness of the contact center.
Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).
Quality Assurance Focus:
* Develop and implement robust quality assurance protocols to maintain high standards in application support delivery.
* Monitor and analyze support interactions, identifying trends to ensure compliance with established quality metrics.
* Utilize quality scores and feedback to pinpoint areas for staff development and training.
Strategic Collaboration:
* Partner with the Contact Center Project Manager, Program Manager, and relevant stakeholders to develop QA strategies and procedures.
* Research, analyze, and trend data to interpret results and variances, focusing on gaps and opportunities for improvement.
Staff Development:
* Guide and mentor support staff in best practices for quality assurance and customer service.
* Lead by example in delivering exceptional service and support to both internal and external stakeholders.
Support in Peak Times:
* Provide assistance to the contact center by addressing Tier 1 and Tier 2 incidents (phone, chat, and email) involving Salesforce, Amazon Connect, and the application while serving as an escalation point for common issues during high-demand intervals.
* Coordinate with internal teams and the customer as required for resolving escalated incidents.
* Stay current with agency system information, changes, and updates as directed.
* Employ good written and communication skills to effectively respond to and answer customer inquiries both via phone, chat, and/or e-mail correspondence
* Handle multiple priorities and customer issues in a professional and calm manner, being able to interpret, understand and effectively resolve the question/s that the customer is asking
Required:
* Minimum of 5 years of experience in a high-volume contact center or similar setting, dealing with data from various channels including email, chat, and phone.
* Proficient in the use of data analysis tools and experienced with contact center metrics to guide decision-making processes.
* Demonstrated excellence in communication, both for direct customer interaction and for compiling reports and presentations.
* Skilled in the use of help desk and ticketing systems with a focus on experience in Salesforce.
* Adept in managing multiple priorities and adjusting workloads based on operational requirements.
* Strong analytical, problem-solving, and organizational skills.
* A background in mentoring or coaching team members would be beneficial.
* A proven track record in identifying and mitigating gaps in contact center staff performance through analysis of incidents and articles.
* Outstanding communication capabilities, apt for both technical and non-technical conversations.
* Demonstrable skill in compiling and presenting detailed analyses leveraging MS Office technologies including Excel and PowerPoint.
* Robust analytical, troubleshooting, and problem-solving aptitudes.
* Bachelor's degree or certification; professional experience can be considered in lieu.
* ACTIVE SECRET CLEARANCE REQUIRED.
Integral Federal is united by a shared passion of excellence in service. We are an Equal Opportunity Employer that cultivates a culture of diversity, equity, and inclusion, and are headquartered in Rockville, MD with offices in Charlottesville, Fredericksburg, DC and Aberdeen.
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401K. That means you don't have to wait an entire year to earn matching funds for your retirement contributions! Give us a try and become part of a curated group of intelligence professionals at Integral Federal Inc.
Our package also includes:
- Flexible Spending Accounts
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Paid Time Off - Holidays, Vacation & Sick Days
- Earned bonuses and awards
- Professional Training Reimbursement
- Paid Parking
- Employee Assistance Program
