National Assistance Center Quality Assurance Specialist

General Dynamics Information Technology

Quality assurance specialist improving FEMA contact-center customer service and information accuracy for GDIT. Monitoring calls, analyzing quality data, and driving calibration and process improvements remotely.

Posted 8/10/2026part-timeRemote • 🇺🇸 United StatesJunior💰 $18 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in quality assurance processes, including monitoring customer interactions and analyzing quality data to drive performance improvements. Proficient in using Microsoft Office products and Quality Management Systems to report on trends and facilitate effective communication with stakeholders.

Highest-signal resume keywords

Quality Management SystemsMicrosoft ExcelCall Center ExperienceCustomer Interaction MonitoringCommunication with Executive Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceData AnalysisPerformance ReportingFeedback WritingTrend Identification

Soft Skills

MultitaskingIndependent WorkTeam CollaborationProactive CommunicationConfidentiality Maintenance

Tools & Technologies

Microsoft OfficeCall Playback SoftwareQuality-Process Data

Industry Keywords

FEMA Program ExperienceCustomer ServiceContractual DeadlinesCalibration SessionsPMO Representation

About the role

Key responsibilities & impact

Review live and recorded phone calls for customer service and information accuracy
Write effective, actionable feedback on customer interaction evaluations
Facilitate calibration sessions with internal employees and client representatives
Use Microsoft Excel to report and identify performance trends from quality-process data
Represent quality in PMO and Operations meetings
Use quality data to recommend improvements
Prioritize work and meet contractual deadlines
Maintain confidentiality regarding employee information
Work independently and as part of a team
Proactively communicate concerns and issues affecting deliverables or the business
Occasionally engage with customers by phone as needed
Foster and implement the quality assurance approach and plan across the program
Monitor customer interactions, analyze quality data, identify trends, and communicate program quality performance

Requirements

What you’ll need

High school diploma required
1+ years of experience in a call center environment
US citizenship required
Experience communicating with executive-level leadership
Intermediate proficiency with Microsoft Office products: Word, Excel, Visio, PowerPoint, and Project
1+ years of experience using Quality Management Systems preferred
1+ years of experience with call playback software preferred
Ability to multitask, complete tasks without direct supervision, and function in a dynamic, fast-paced environment
FEMA program experience preferred
No clearance currently required and no clearance required to obtain
Less than 10% travel required
Scheduled availability of 8 hours per week

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
Medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan options
Full flex work weeks where possible
Vacation, sick and personal time
Paid holidays
Paid parental leave
Paid military leave
Paid bereavement leave
Paid jury duty leave
15 days of paid leave per calendar year for new employees, prorated based on date of hire
Additional 10 paid holidays per year
Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
Short- and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance