Call Center Quality Assurance Analyst

Networking For Future Washington , DC 20319

Posted 7 months ago

About NFF

Networking for Future, Inc. (NFF) is a Washington, DC based company offering a performance-focused approach to delivering transformational IT business solutions. We take pride in keeping users productive and engaged by providing business and IT teams with the solutions they need to improve their performance in a dynamic, connected world.

NFF is the only Cisco Gold Partner headquartered in the District of Columbia with Advanced Specializations in all major IT disciplines. In addition to Cisco, NFF holds key strategic partnerships with VMware, NetApp, Microsoft, Riverbed, Splunk and many System Integrators. NFF is an ISO 9001:2015 certified company and has been ranked in Inc. Magazine's 500/5000 Fastest Growing Companies list since 2007.

We offer expert solutions relevant to: Network Infrastructures, Data Center & Cloud, Network & Endpoint Security, Application Assurance, Collaboration & Mobility and Staff Augmentation.

About this Position / Responsibilities

About the Opportunity:

This is a position in the DC Access System (DCAS) Implementation Project. The DCAS Project is looking for a Quality Assurance Analyst (QA) who shall be responsible for assessing the quality of the performance of the call center associates who deal with our existing and potential customer. The QA shall monitor inbound calls and online chat responses to analyze and determine continuous improvement opportunities for agents' demeanor, technical accuracy, customer service performance, and conformity to District policies and procedures. The contractor shall assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall DCAS project and experience.



  • 8 years' experience with Data Analysis Tools and Technologies, such as Tableau.

  • At least 8 years' experience with MS Office applications.

  • Possess excellent communication and writing skills.

  • Excellent verbal, written and interpersonal communication skills. Outstanding customer service skills and dedication to providing exceptional customer care.

  • Possess excellent communication and writing skills.

  • 5+ years' experience in producing deliverable quality documents.

  • Outstanding customer service skills and dedication to providing exceptional customer care. Must be self-motivator and self-starter.

  • Must be able to effectively deal with people at all levels inside and outside of the Company.

  • Ability to multitask and successfully operate in a fast paced, team environment. Must adapt well to change and successfully set and adjust priorities as needed.

  • Bachelor's Degree required. Master's preferred.

NFF Disclosures

NFF provides a competitive salary and benefits package including health insurance (medical, prescription, dental, and vision), life and disability insurance, PTO, paid holidays, 401 (k) match, Flexible Spending Accounts, Commuter benefits, and educational assistance. Please visit the careers page of our website ( for more details.VOLUNTARY SELF-IDENTIFICATION FORM (CONFIDENTIAL)We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, state, or local law. NFF is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations and affirmative action. In order to comply with these laws, we invite you to voluntarily self-identify your gender, race and ethnicity. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information will be kept confidential and will only be used in accordance with the provisions of applicable laws, executive orders and regulations, including those that require the information to be summarized and reported to the federal government. When reported, data will not identify any specific individual. This information will not be shared with hiring managers, will be kept separate from your application data and will not affect any employment decisions.

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Call Center Quality Assurance Analyst

Networking For Future