NHQ:DCS - Situational Awareness & Decision Support - Quality Assurance Analyst

NHQ:DCS - Situational Awareness & Decision Support - Quality Assurance Analyst

This position supports the National Headquarters (NHQ) Disaster Cycle Services (DCS) team, specifically the Situational Awareness & Decision Support (SADS) unit. This is a remote (volunteer-from-home) opportunity. A Quality Assurance (QA) Analyst will measure how well disaster dispatch agents adhere to program policies and reinforce Red Cross Fundamental Principles. A 360-degree positive feedback process will improve agent performance, identify agent training needs, reduce call length and by extension call cost, and help identify potential program issues.

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Key Responsibilities

  • Perform call monitoring and scoring to ensure consistency and accuracy in customer service
  • Provide feedback to QA Lead and program leadership
  • Identify data trends and performance issues
  • Perform other call center duties as assigned

Qualifications

  • Ability to work at a computer for long periods of time, required
  • Ability to type on the computer while listening to calls, required
  • Proficiency in Microsoft Office applications (Excel, Word) and web browser utilization, required
  • Ability to effectively communicate (verbally and written), required
  • Interest in or previous call center customer service or call center management experience, required
  • Knowledge of other Red Cross DCS programs, preferred
  • Experience with RC View Disaster Action Team (DAT) Dispatch, preferred

Training

Must be able to complete National Dispatch Quality Assurance training (part of onboarding)

Development Opportunities

  • Learn more about DAT and Disaster Dispatch.
  • Opportunity to become Quality Assurance Lead/Disaster Dispatch Subject Matter Expert/DAT Member

Length of Appointment

6 month commitment, renewable

Time Commitment

Minimum 4 hours per week. Most work can be done outside of business hours, but some availability during business hours is required for a biweekly team meeting.  

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