Analyst Quality Assurance (TFSC) FT (34572)

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• Do you want to make adifference in your community while earning a paycheck
• Would you like tohelp your community and environment every day that you come to work
• Looking for a job that providesmeaning as well as personal and professional development

Goodwill San Antonio is one of the largest and most dynamic social enterprises in San Antonio.

We are an entrepreneurial nonprofit that provides employees the opportunity to innovate grow and discover new skills while generating revenue that funds both employee and community programs.

We are a diverse and inclusive organization founded and focused on Fighting Poverty and Creating Opportunity. We specialize in facilitating personal and professional growth for our employees particularly those who may have experienced barriers to successful employment in the past.

We strive to maximize the value of each employees work and each donors donation to benefit our community and environment. Without Goodwill in our community millions of pounds of perfectly usable items would be harming the environment in landfills. Instead Goodwill employees are fueling a robust economy by recirculating used goods.

Our Good Careers Academy and Good Careers CentersHelp Change Lives through the Power of Work as well by delivering education and meaningful job placement.

Explore careers with Goodwill in retail production warehouse logistics contact center customer service career services technology document imaging grounds maintenance janitorial and facilities maintenance. Goodwill regularly partners with local state and federal government agencies to provide additional diverse career opportunities.

We prefer to promote from within. Your growth and advancement is our priority.

Achieve your potential at Goodwill and beyond through our personal and professional skills development programs supportive health and wellbeing benefits competitive base and bonus pay savings plans personal financial education store purchase discounts paid time off leadership development tuition reimbursement and more.

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Position Summary

The Quality Assurance Analyst is responsible for ensuring the quality accuracy compliance and effectiveness of customer interactions while supporting real time operational performance within the Total Force Service Center (TFSC). This position evaluates telephone calls webchats emails cases and other customer interactions to ensure compliance with Air Force policies contractual requirements security standards and customer service addition the analyst monitors daily operational performance workforce adherence and service delivery metrics to support achievement of contract performance standards.

The Quality Assurance Analyst identifies performance trends recommends process improvements supports coaching and training initiatives and provides actionable insights to leadership to improve service quality operational efficiency and customer satisfaction.

Essential Duties and Responsibilities

1. Monitor evaluate and score customer interactions including telephone calls webchats emails and case management activities in accordance with approved quality standards and evaluation criteria.
2. Ensure compliance with Air Force policies procedures regulations security requirements and contractual performance standards.
3. Conduct quality reviews and provide detailed feedback to supervisors trainers and Service Center Technicians (SCTs) to improve performance and customer experience.
4. Identify quality trends recurring errors training gaps and process improvement opportunities through analysis of customer interactions and operational data.
5. Prepare and distribute quality assurance reports scorecards trend analyses and performance summaries for management review.
6. Monitor real time operational metrics including Service Level Average Speed of Answer (ASA) Abandonment Rate Occupancy Adherence Queue Depth Backlog and Workload Distribution.
7. Analyze staffing requirements and recommend intraday adjustments to address volume fluctuations and maintain contract performance objectives.
8. Communicate operational risks staffing concerns service interruptions and performance challenges to leadership in a timely manner.
9. Support workforce management activities including forecasting validation schedule adherence monitoring and staffing optimization efforts.
10. Assist with calibration sessions to ensure scoring consistency among quality evaluators supervisors and management personnel.
11. Collaborate with Training Operations and Program Management personnel to develop corrective action plans and targeted coaching initiatives.
12. Support root cause analysis efforts related to customer complaints quality deficiencies service failures and operational performance concerns.
13. Maintain accurate records reports and documentation supporting quality assurance and operational performance activities.
14. Protect sensitive Personally Identifiable Information (PII) and maintain compliance with all applicable information security requirements.
15. Perform other duties as assigned.

Requirements:

1. Must be a U.S. citizen and eligible to obtain and maintain a U.S. Government security clearance.
2. High School Diploma or GED required; Associate Degree in Business Management Information Technology Human Resources Finance Data Analytics or related field preferred.
3. Minimum one (1) year experience supporting call center quality assurance workforce management reporting analytics or operational performance monitoring.
4. Experience evaluating customer interactions identifying performance trends and providing coaching recommendations.
5. Experience working with contact center reporting platforms workforce management tools quality monitoring systems or business intelligence reporting applications.
6. Knowledge of contact center performance metrics including Service Level Average Speed of Answer (ASA) Occupancy Adherence Abandonment Rate Quality Scores and Customer Satisfaction metrics.
7. Proficient in Microsoft Excel Word PowerPoint and reporting tools with the ability to export analyze format and present data.
8. Experience creating reports dashboards scorecards and performance presentations for leadership review.
9. Strong analytical problem solving and critical thinking skills with the ability to identify trends and recommend solutions.
10. Excellent verbal and written communication skills with the ability to present findings to management and operational personnel.
11. Familiarity with contact center telephony platforms case management systems workforce management applications and quality monitoring tools strongly preferred.
12. Experience supporting federal government Department of Defense military personnel or customer service operations preferred.
13. Ability to work independently in a fast paced high volume operational environment while managing multiple priorities.
14. Must be able to meet attendance requirements and maintain professional standards of conduct.

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Equal Opportunity Employer/Veterans/Disabled