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

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ORGANIZATION: American Red Cross - National Headquarters

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.

This remote position on the National Dispatch Quality Assurance Team provides analysis of contact center agent activities to ensure third-party vendors deliver the best quality customer experience for Red Cross clients.

Responsibilities

· Quality Assurance Analyst (QA Analyst) is responsible for weekly scoring of agent performance handling of calls to 1-800-REDCROSS.

· The analyst will measure agent performance in determining the issue, documenting the need, accurate call disposition, and evaluating the agent’s ability to provide an optimal customer experience.

· The QA Analyst will also participate in team development activities and agent scoring calibration sessions, as well as support the enhancement of National Dispatch quality assurance procedures.

· Complete weekly call scoring to provide contact center data in performance metrics

· Identify data trends and performance issues

· Participate in other QA Team activities

Qualifications

Required:

· Reliable access to resources needed to volunteer 100% virtually

· Must be over the age of 18

· Must be comfortable volunteering as part of a remote team, and listening to calls on a computer

· Proficiency in Microsoft Office applications (Excel, Word, MS Teams) and web browser utilization

· Ability to participate and effectively communicate with your team.

· Willingness to comply with current public health and Red Cross policies

Preferred:

· Previous quality assurance, customer service, or call center experience

· Knowledge of other Red Cross DCS programs

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About American Red Cross - National Headquarters

Location:

431 18th St NW, Washington, DC 20006, US

Mission Statement

The American Red Cross prevents and alleviates human suffering in the face of emergencies by mobilizing the power of volunteers and the generosity of donors.

Description

Every single day, the American Red Cross helps people in emergencies. Whether it's one displaced family, thousands of disaster victims, or providing care and comfort to an ill or injured service member or veteran or support to a military family member, our vital work is made possible by people like you. It is through the time and care of ordinary people that we can do extraordinary things.

CAUSE AREAS

Disaster Relief
Disaster Relief

WHEN

Wed Jun 26, 2024 - Sun Sep 01, 2024

WHERE

This is a Virtual Opportunity with no fixed address.

SKILLS

GOOD FOR

N/A

REQUIREMENTS

  • Driver's License Needed
  • Background Check
  • Must be at least 18
  • Orientation or Training
  • Minimum 4 hours each week, can be evenings or weekends provided weekly scoring requirement is met.

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