Job Description:

ENTERPRISE SERVICES CENTER (ESC) QUALITY ANALYST

Business Unit: NASA ESC Contract

Locations: Stennis, MS | Philadelphia, PA | Remote

Reports to: ESC HD Manager

Type: Hourly

Summary:

The ESC Quality Analyst reports to the ESC Help Desk Manager who oversees the contracted operations for the NASA Enterprise Services Center.

The NASA Enterprise Services Center’s (ESC) mission is to provide timely, accurate, high quality, cost-effective, and customer-focused support for selected NASA business and technical services. This contract provides call center, mailroom, and enterprise help desk functions to NASA’s Procurement, Finance, Human Resource and Information Technology activities from the ten NASA Centers into a single shared services center. As Quality Analyst, this role is a an experienced with knowledge in the delivery of the NASA contact center and enterprise help desk tier 1 functions.

Essential Duties and Responsibilities (include the following; other duties may be assigned)

• Monitors calls and tickets
• Provides feedback and coaching to call center and email/web CSRs
• Interfaces with management related to quality levels and performance, recommends solutions to quality issues to management
• Pulls reports related to quality and uses spreadsheets to format and modify reports
• Understands policies and procedures in the NASA call center and enterprise help desk. Uses this understanding to rate whether CSRs are meeting quality standards of correct resolutions
• Strong customer service skills in order to identify service issues
• Works with trainers and knowledgebase writers to improve processes and job aids where quality is impacted
• Works in a team environment with management and supervisors to assist with quality improvements
• Interfaces with the government related to monitoring and quality scores (with management assistance)
• Communicates effectively and maintain positive working relationships
• Able to work in a dynamic environment and effectively interact with NASA leadership and other contracts.
• Tracks quality reviews, monitoring and ensures that numbers of quality reviews per month are met
• Assists trainers with training new CSRs to understand the quality and monitoring review process
• Perform assigned tasks independently.
• Coordinates effectively with team mates regarding quality follow-up action items

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience/Minimum Requirements:

To qualify, you must meet these basic qualifications:

• High school diploma
• Experience using ServiceNow Knowledge Management.
• Strong knowledge of NASA Tier 1 contact center and enterprise service desk processes and procedures.
• Strong organizational skills; must be able to multitask, balance, and prioritize work without sacrificing attention to details.
• Excellent writing skills; must be able to understand and comprehend technical calls into the ESD regarding first call resolution and correct answers to customers.
• Must be able to come up to speed on new project areas quickly and attend trainings on new topics
• Able to communicate and work effectively with other groups and teams.
• Interpersonal skills for communicating and providing leadership and work guidance to less experienced personnel.
• Ability to work on own and has good time-management and organizational skills.
• Excellent written and oral communication skills.
• Ability to work in a fast paced team-oriented environment.
• Able to prioritize and drive to results with a high emphasis on quality.
• Experience with quality processes in the ESC a plus.

Security Clearance:

Must be able to obtain appropriate NASA security access level and be cleared at a security clearance level of Public Trust.

Communication Skills:

Excellent written communication skills. Communicates effectively with all team members and other NASA departments to coordinate required information for job aids for Tier 1. Ability to comprehend basic instructions and correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Statistical skills such as averaging, finding trends, and use of spreadsheet tools to present mathematical concepts a plus. Quality scores are typically tabulated as percentages of points possible and the percent of points received. Must be able to calculate these percentages and understand re-calculating numbers.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Must be detail-oriented and customer focused. Excellent communication skills and organizational skills are required, along with the ability to work independently with minimal supervision.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Such accommodations must be directly related to the work being performed, and must be readily available and financially assessable to the employer.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

EEO/disability/vets