Quality Assurance Specialist 2/3

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NORTHROP GRUMMAN
Analysis, Call Center, CMS, Customer Service, Development, Help Desk, HTTP, Management, Materials, QA, Quality Assurance, Surveillance
Full Time
Competitive
Telecommuting not available Travel not required

Job Description


Position Summary: Candidates will be responsible for assessing the quality of the performance of our Level One and Level Two Help Desk Teams, who provide resolutions to Medicare Advantage and Part D Plan sponsor inquiries involving a multiplicity of issues; including file transfers, , enrollment eligibility, Low Income Subsidy (LIS), payments, and premiums, via telephone and email. The QA Specialist will monitor calls to assess employee demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will be responsible trend analysis, identifying process improvement opportunities and maintaining Quality Assurance Surveillance Plan (QASP), and overseeing all relative quality assurance activities and initiatives. Essential Duties and Responsibilities:


* Measure employee call-handling performance, based upon call audit criteria, via recorded call monitoring.


* Perform quality audits on electronic inquiries, measure ticket process performance (gaps), via Remedy Incident ticket tracking tool.


* Analyze trend report data from audits.


* Work with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.


* Assist with development of the call center training and QA process.


* Perform quality reviews on reports, Help Desk procedural documents, program deliverables documents, and other related materials.


* Administer Customer Satisfaction Surveys, i.e., distribution, collection and analysis of survey results and reporting.


* Review/update the MBOSC QASP quarterly, or more frequently as needed.


* Facilitate Quality Assurance Calibration meetings. Disclaimer: This position may be filled at a higher grade based on qualifications listed below.

Qualifications

Basic Qualifications:


This requisition may be filled at either a level 2 or a level 3. Minimum requirements for a level 2:


* Masters degree and 1 year of work-related experience.


* Bachelor's degree and 3 years of related experience.


* 7 years of related experience in substitute of a degree. Minimum requirements for a level 3:


* Master's degree and 4 year of work-related experience


* Bachelor's degree and 6 years work-related experience


* 10 years of related experience in substitute of a degree. Required Skills and Experience:


* Experience in an IT Help Desk, customer service environment, and/or business process/technical support.


* Experience in a Quality Assurance environment in a contact center or the service industry.


* Experience in measuring performance and providing performance feedback.


* Strong analytical, organizational, verbal and written communication skills.


* Experience in procedure development and process improvement.

Preferred Qualifications:


* Experience working with the Centers for Medicare & Medicaid Services (CMS).


* Experienced working with government contracts.


* Knowledgeable in Contact Center/Customer Service best practices.


* Experience with Microsoft SharePoint.


* Experience with the AVAYA Call Management tool.


* Experience with Remedy or ServiceNow. Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit www.northropgrumman.com/EEO. U.S. Citizenship is required for most positions.
 

Shift: 1st Shift
Relocation Assistance: Yes
US Citizenship Required for this Position: No relocation assistance available
Business Sector: United States-Maryland-Woodlawn
Clearance: Position of Public Trust 

Shift: 1st Shift
Relocation Assistance: Yes
US Citizenship Required for this Position: No relocation assistance available
Business Sector: United States-Maryland-Woodlawn
Clearance: Position of Public Trust
Clearance: Position of Public Trust


Company Information

Northrop Grumman is a leading global security company providing innovative systems, products and solutions in unmanned systems, cyber, C4ISR, and logistics and modernization to government and commercial customers worldwide. We hold ourselves to a higher standard, both in the products we deliver and in the way we conduct ourselves throughout the entire customer experience. Because, after all, we are in the business of securing a great deal more than just our place in the market. Our mission is to be at the forefront of technology and innovation, delivering superior capability in tandem with maximized cost efficiencies. The security solutions we provide help secure freedoms for our nation as well as those of our allies. Squarely meeting our obligations, fiscally and technologically, isn't just a business goal, but a moral imperative. To that end, as we evolve as a company, the responsibility we feel for our country and the citizens and troops we help support grows with us.
Dice Id : ngitbot
Position Id : 17002587

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