Job Description

Job Description

Job Description

Job Title: Help Desk Contact Center Quality Assurance Analyst - Remote Opportunity
Company: National Telecommuting Institute-NTI, Inc.
Location: Remote
Start Date: February 1 st 2025

Are you looking to jumpstart your career, return to work after a break, or gain valuable experience in the call center tech field? NTI, Inc. is here to help! We specialize in placing Americans with disabilities and their caregivers in remote, work from home positions. We work with V ocational Rehabilitation counselors (VR), Social Security Administration, and Ticket to Work. We are excited to offer an amazing opportunity to join our team as a Help Desk Contact Center Quality Analyst.

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Why NTI, Inc. is the Right Fit for You

• Remote Work : Enjoy the flexibility of working from home.

• Inclusive Culture : We believe in providing opportunities for all individuals, including those returning to work or transitioning careers.

Position Overview
As a Help Desk Contact Quality Assurance Analyst, you will provide critical Quality Assurance support to contact center agents of the FSD Help Desk. Agents will be assisting users with troubleshooting via phone, chat, or webform submission via remote work. You'll be supporting a live remote team that ensures seamless service for users navigating government systems. Your role involves overseeing and evaluating the quality of interactions handled by the remote contact center agents, with a focus on maintaining high-quality standards, identifying areas for improvement, and driving continuous enhancement. The ideal candidate will have a strong commitment to NTI's mission of creating inclusive employment opportunities and will demonstrate leadership in promoting a culture of wellness, collaboration, and innovation.

The rate of pay for this position is approximately $45,000 annual salary. The final pay rate will be set based on experience, geographic location, and possibly contractual requirements and could fall outside of this range.

Key Responsibilities

Team Leadership & Development :

• Oversee and support the development and performance of FSD Contact Center staff in delivering high-quality customer service.

• Provide guidance, training, and mentoring to Help Desk agents on best practices for ensuring quality standards are met in customer interactions.

• Develop and deliver ongoing coaching to agents based on quality assessments, ensuring agents understand and apply feedback to improve their performance.

Operational Excellence :

• Ensure quality assurance processes are effectively applied across inbound contacts, ensuring consistency in service delivery and compliance with standards.

• Monitor and evaluate call, chat, webform and ticketing data to identify trends, areas for improvement, and potential gaps in service quality

• Analyze quality metrics and collaborate with the operations team to implement improvements in both agent performance and customer experience.

Performance Management & Reporting :

• Assist the Project Manager in compiling and analyzing performance data, including quality scores, compliance, and service level metrics, to generate reports for contract performance.

• Provide detailed feedback to agents regarding their performance and create action plans for improvement.

• Report on quality trends, identify systemic issues, and recommend corrective actions to senior leadership.

Collaboration & Escalation :

• Work closely with Project Manager to identify and escalate issues requiring executive-level attention.

• Facilitate clear and effective communication across teams to ensure alignment on quality standards, performance expectations, and continuous improvement initiatives.

Compliance & Continuous Improvement :

• Recommend improvements to telephony, ticketing systems, and self-help tools based on quality findings to enhance overall service delivery.

• Conduct regular audits of customer interactions to ensure compliance with service level agreements and quality standards

Other Duties :

• Perform additional responsibilities as assigned to support organizational goals.

Minimum Requirements

• Must pass a Federal Background check.

• Proven ability to analyze and evaluate agent behavior in context with program requirements.

• Ability to comprehend, educate, and enforce relevant policies/procedures.

• Self-directed, highly motivated change agent

• Manage priorities in a fast-paced environment

• Proficient in Microsoft products

• Excellent communication skills

• Proven analytical thinker

• Excellent technical skills

• Must be comfortable working while being on camera.

Work from Home Office Requirements: Ability to meet the home office set-up requirements (details provided upon hiring).

Preferred Qualifications

• 1-3 years of QA experience in a Contact Center environment is considered a plus

• 1-3 years of QA experience on government contracts is considered a plus

• ISO-9001/Lean Six Sigma experience is considered a plus

What We Offer

A 100% remote environment with EXCELLENT benefits for full-time employees, including a very generous employer contribution to your health and dental benefits, a health savings account (HSA) with employer contribution, a flexible spending account (FSA), a 403b plan with 5 percent employer contribution of gross salary after one year of employment (no employee contribution required), and 100% employer-paid LTD, STD, AD&D, and life insurances. We provide generous paid time-off, including 12 paid company holidays, vacation, sick and floating holiday time, birthday time, and half-day Fridays in the summer months of June through Labor Day. We also offer tuition reimbursement if you have plans to continue your studies.

If you're ready to join a company that values diversity, inclusion, and career growth, apply today!

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