Integral Consulting Services
Tysons, VA
Position Title: Quality Assurance Analyst Location: US-Virginia-Tysons Corner Job ID: 5367 # of Openings: 1 Category: Information Technology Clearance: Secret Clearance Status: Active Type: Regular Full-Time Overview: Integral Federal is seeking a Quality Assurance Analyst to join a contact center support team for a federal agency. You will play a crucial role by maintaining high service standards through monitoring, evaluating, and enhancing the quality of customer interactions; and you will be the lead in providing Root Cause Analysis (RCA) and collaborating on solutions to address process, systems, or personnel issues that need to be corrected. This role also involves presenting these findings and solutions to the client. You will work with the team to make adjustments, when the analysis reveals shortcomings, to the training of agents and developing any learning aids to assist the workforce and improve their customer service and meet set metric...