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 100% 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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Virtual Volunteer
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
- Ability to type on the computer while listening to calls
- Proficiency in Microsoft Office applications (Excel, Word) and web browser utilization
- Ability to effectively communicate (verbally and written)
- Previous call center customer service or call center management experience
Qualifications
Required:
- Reliable access to resources needed to volunteer 100% virtually
- Ability to work at a computer for long periods of time
- Ability to type on the computer while listening to calls
- Proficiency in Microsoft Office applications (Excel, Word) and web browser utilization
- Ability to effectively communicate (verbally and written)
- Experience in customer service and/or call centers
- Willingness to comply with current public health and Red Cross policies
Preferred:
- Knowledge of other Red Cross DCS programs
- Experience with RC Respond Disaster Action Team (DAT) Dispatch
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.