Quality Assurance & Training Analyst

Integral Federal is actively seeking a Quality Assurance & Training Analyst to join a contact center support team for a federal agency. You will play a crucial role in this newly created position, by maintaining high service standards through monitoring, evaluating, and enhancing the quality of customer interactions.  This role also involves designing, delivering and managing training programs to ensure our team members have the necessary skills and knowledge to excel in their roles. The ideal candidate will have a keen eye for detail, strong analytical skills and a passion for continuous improvement, be flexible and work well with various teams. Given the nature of this work, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

This position is remote, with 2-3 days a week at a client site in Tysons, VA.  This may change depending on the client’s needs.

Responsibilities:

Quality Assurance is your main responsibility, and it is closely linked to training. The insights you gain from reviewing agents' tickets and calls will guide you in developing training materials and identifying any gaps.  

Quality Assurance Responsibilities

• Monitor and evaluate agents to ensure compliance with quality standards and identifying areas for improvement within the Quality Assurance Tool/format.
• Provide coaching/feedback to the agents within 24-48 hours of completing QA assessments and documenting the results.
• Regularly review auditing processes to ensure compliance and identify areas for improvement.
• Work with management and application SMEs, to implement changes that enhance the overall customer experience and satisfy the clients’ expectations.
• Develop, implement, and maintain quality assurance guidelines, records and process improvement.

Training Responsibilities

• Design, implement, and evaluate training programs to enhance workforce skills and productivity, including course outlines, instructional materials, and training aids for the ticketing system (Salesforce) and proprietary government applications.
• Evaluate program materials created by the SMEs, revise and update as necessary, and determine ideal delivery methods and schedules.
• Conduct training sessions and workshops for new hires and existing team members for common issues and performance gaps.
• Collaborate with other service applications to identify training needs and develop tailored training programs.
• Analyze performance data and prepare detailed reports on service quality and training effectiveness.
• Stay current with agency system information, changes, and updates as directed.
• All other duties as assigned

Required:

Qualifications Required:

• Experience developing, reviewing, updating, and maintaining documents for system implementation training
• Experience using a Help Desk ticketing system such as Salesforce, ServiceNow or Ivanti, Salesforce strongly preferred
• Experience researching problems, analyzing trends, and distributing findings 
• Strong customer service, verbal and written communication skills, and troubleshooting skills required
• Ability to quickly learn complex business applications and apply this knowledge to assist end users
• Bachelor’s degree or certification; work experience may be a substitute
• US Citizenship necessary with ability to pass a background check
• ACTIVE SECRET CLEARANCE REQUIRED

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Paid Parking

· Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.