The objective of this task order is to provide state of the art call center support across multiple technical and non-technical disciplines either at a government location or through alternative work arrangements. Expected to use industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder’s experience.
Responsible for assessing the quality of the performance of the Help Desk Specialists. The Quality Assurance Specialist monitor inbound and outbound calls and emails responses to assess demeanor, technical accuracy, customer service performance, and conformity to SRC policies and procedures. The Quality Assurance Specialist assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed.