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

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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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Locations

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.

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