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NHQ Disaster National Contact Center Quality Assurance Support Specialist

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NHQ Disaster National Contact Center Quality Assurance Support Specialist

Why It Matters – How Your Work Helps

The Quality Assurance (QA) Support Team sits within the National Headquarters (NHQ) Disaster Cycle Services (DCS) National Contact Center. The role of the QA Support Team is to monitor, score and provide feedback to our National Contact Center partners to ensure calls from clients, first responders and other agencies are processed in a professional, caring and helpful manner reflective of the American Red Cross.

 

QA Support Specialists will support the performance of our external third-party call center agencies by reviewing and scoring inbound calls to assure client service levels are met, identify trends from call score data, participate in collaborative meetings with agency partners and attend QA teams calls to support DCS National Contact Center protocols and procedures.

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Locations

Virtual Volunteer

Key Responsibilities

Quality Assurance Analyst (QA Analyst) is responsible for weekly scoring of agent performance handling of calls to 1-800-REDCROSS. The analyst will measure agent performance in determining the issue, documenting the need, accurate call disposition, and evaluating the agent’s ability to provide an optimal customer experience.

The QA Analyst will also participate in team development activities and agent scoring calibration sessions, as well as support the enhancement of National Dispatch quality assurance procedures.

  • Complete weekly call scoring to provide contact center data in performance metrics
  • Identify data trends and performance issues
  • Participate in other QA Team activities

Qualifications

Our NHQ roles require candidates to meet specific qualifications, and the selection process is competitive due to the high number of applicants. We encourage you to apply if your skills and experience align with the requirements. A complete application, which includes screening conducted by our NHQ Screening Team, is reviewed carefully, and we value a wide range of experiences that may contribute to success in the role.

Required: 

  • Must be at least 18 years of age

  • Possess excellent listening skills and ability to score logged calls and review data documentation based on provided QA scoring guidelines

  • Possess technology for work at home; ability to connect to video conferencing (speakers or headset), use the Chrome browser

  • Willingness to comply with current public health and American Red Cross policies

Preferred:

  • Experience with Excel data entry and evaluation 

  • Knowledge of American Red Cross DCS processes and/or experience with RC Respond platform 

  • Previous call center or customer service experience 

  • Bilingual, with English being one of the languages

Training

Participate in National Dispatch Quality Assurance onboarding and training through MS Teams.

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

Six months, renewable upon mutual agreement

Time Commitment

Minimum of 2-3 hours per week. Can be evenings or weekends provided weekly scoring requirement is met.

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