National Assistance Center Quality Assurance Specialist

General Dynamics Information Technology

Quality Assurance Specialist ensuring high quality customer service for FEMA through analyzing interactions. Responsible for internal calibration and data analysis while working within collaborative teams.

Posted 6/2/2026part-timeBossier City • Louisiana • 🇺🇸 United StatesJunior💰 $20 - $27 per hourWebsite

About the role

Key responsibilities & impact

Reviews live and recorded phone calls for customer service and information accuracy
Writes effective, actionable feedback on customer interaction evaluations
Facilitates calibration sessions with internal employees and client representatives
Utilizes Microsoft Excel to report and identify performance trends based on data gathered as part of the quality process
Represents quality on PMO and Operation meetings
Uses quality data to make recommendations for improvements
Prioritized and meets contractual deadlines
Maintains high level of confidentiality regarding employee information
Works independently and as part of a team
Communicates proactively any concerns/issues that will impact deliverable and/or business
Will occasionally engage with customers via phone as needed

Requirements

What you’ll need

HS Diploma; AND 1+ years of experience in a Call Center environment
Demonstrated Experience in communicating with executive level leadership
Intermediate proficiency with MS Office Products (Word, Excel, Visio, PowerPoint, & Project)
US Citizenship
An ability to speak, read, and write English fluently
Louisiana/Texas residency living with in a reasonable driving distance, approximately 60 miles or less of the locaton to which you applied

Benefits

Comp & perks

401K with company match
Internal mobility team dedicated to helping you own your career
Collaborative teams of highly motivated critical thinkers and innovators
Ability to make a real impact on the world around you

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisperformance trend identificationcustomer interaction evaluationfeedback writingcalibration facilitation

Soft Skills

communicationconfidentialityindependenceteamworkproactive problem-solving

Certifications

HS Diploma