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Quality Assurance Analyst

Northrop Grumman | Woodlawn MD 21207 USA | Full Time | Posted: 02/14/2020

Job Descriptiontop

Are you interested in expanding your career through experience and exposure, all the while supporting a mission that seeks to ensure the security of our nation and its allies? If so, then Northrop Grumman may be the place for you. As a leading global security company providing innovative systems, products and solutions to customers worldwide, Northrop Grumman offers an extraordinary portfolio of capabilities and technologies. Here at Northrop Grumman we are comprised of professionals that bring different perspectives, are curious about the world, accepting of each other, and understand that the more ideas, backgrounds, and experiences we bring to our work then the more innovative we can be. As we continue to build our talented workforce we look for professionals that exemplify our core values, leadership characteristics, and approach to innovation.

Roles and Responsibilities
The qualified applicant will support our Center for Medicare and Medicaid Services (CMS) customer under the Business Operations Support Center (BOSC). As a Performance Analyst you'll be responsible for monitoring quality and technical performance measures for our call center operations to ensure compliance with internal and contractual Service Level Agreements (SLA) and Service Level Objectives (SLOs). The job responsibilities for this position will include but are not limited to:
  • Perform weekly/monthly evaluations of agent responses to ensure acceptable service standards are met.
  • Monitor key technical performance metrics as stated in the Statement of Work, Metrics and Quality plans.
  • Analyze customer satisfaction survey to identify opportunities to improve the customer service experience.
  • Responsible for meeting internal audit and calibration deliverables.
  • Prepare daily, weekly and monthly reports to communicate audit and technical performance results internally to management and externally to customers.
  • Utilize quality assurance data to analyze and identify gaps in essential customer service skills, troubleshooting skills or process knowledge.
  • Facilitate and participate in quality calibration meetings as requested by key stakeholders.
  • Create training materials and facilitate training sessions to communicate quality audit criteria and expectations.
  • Work with call center management team to develop and execute coaching plans for agents when quality audit deficiencies are found.
  • Create, update and implement Standard Operating Procedures for conducting quality audits and recommend process improvements as needed.
  • Perform root cause analysis and solutions for missed technical performance targets.
  • Assist with creating and maintenance of data collection tools for tracking and reporting quality and technical performance metrics.
  • Participates in special projects as required .


Basic Qualifications:

To be considered for this position, you must minimally meet the knowledge, skills and abilities listed below:
  • BS/BA degree and three (3) years of Quality Assurance and Customer Service experience or five (5) years of related experience in contact center monitoring, quality assurance, and customer service in lieu of a degree.
  • Knowledge and effective use of industry quality management standards, processes and tools.
  • Strong attention to detail.
  • Possess outstanding verbal and writing skills and able to review others work products.
  • Demonstrated ability to meet reporting deadlines.
  • Strong communication skills with the ability to work effectively with in a team environment.
  • A proven ability to work well under pressure in a dynamic, fast-paced environment, balancing multiple tasks, changing requirements, priorities and short deadlines.
  • Experience with CMS and specific Medicare/Medicaid knowledge
  • Experience with Information Technology Management Systems (ITSM).
  • Must be able to obtain a US Public Trust clearance
  • Must be either a US Citizen or Permanent Resident (Green Card holder).

Preferred Qualifications

Candidates with these desired skills will be given preferential consideration:
  • Knowledge of industry standard technical performance measures.
  • Proficiency with MS Office Products: Word, Excel, and PowerPoint.
  • ITIL Foundations certification.
  • ServiceNow ITSM experience.
  • Holds an active CMS Position of Public Trust designation

Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit . U.S. Citizenship is required for most positions.

Job Requirementstop

Job Detailstop

Location Woodlawn, MD, 21207, United States
Categories Computer Software
Sec Clearances Public Trust

Location Maptop

Contact Informationtop

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Job Code 20004862