Quality Assurance Analyst
$49,000–$61,000 year
On-siteCharleston, South Carolina, United States
Job Summary
Monitor employee output and review customer email interactions to ensure accuracy and quality. Provide specific performance feedback, strengths, and areas for improvement to analysts, while delivering coaching and on-the-job training for continuous development. Utilize quality monitoring data to compile and track performance at team and individual levels, then report findings to team leads and management. Recommend updates to Knowledge Base articles and process improvements using approved AI-enabled tools for data analysis and documentation. Support the Quality Assurance Program Administrator as necessary. This role supports the Quality Control Program in the Office of Customer Engagement for the Department of State. The position requires a Moderate Risk Public Trust or Secret Security Clearance.
Required Qualifications
- ability to lift 10 pounds
- ability to sit, stand, bend, kneel and type for an extended period
- Moderate Risk Public Trust (MRPT) or Secret Security Clearance
- 100% on-site position (5 days in office)
- work more than the normal forty-hour work week to include weekends
- work schedule between the hours of 6:15 am - 6:00 pm
- experience with computer applications
- ability to understand brief explanations of work requirements
- superior organizational, oral and written communication skills
- ability to follow directions
- ability to work independently
- understanding of the office routine
- understanding of the organization, programs, and procedures related to the work in the office
- ability to anticipate needs beyond assigned duties
- ability to multitask in a self-motivated, cross-functional environment
- ability to interpret quality metrics and prepare basic performance reports
- ability to provide exceptional customer service
- ability to communicate professionally, tactfully and courteously with coworkers and management
- ability to demonstrate a positive customer service and team-oriented attitude
Desired Qualifications
- Intermediate proficiency with Microsoft Office Suite
- Experience using a help desk ticketing system or customer relationship management (CRM) systems
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