Since 1994, The Squires Group, Inc. (TSGi) has been dedicated to serving the Mid-Atlantic region with expert ERP and IT staffing solutions. Our clients have continued to turn to us for our ability to attract expert local ERP and IT consultants–and to rapidly assemble regionally-based project teams with proven track records.

We are looking for an experienced SQA Analyst for a position located in Greenbelt, MD. US Citizenship is required. Must pass a background check

Job Responsibilities include:

• Assist in developing methods, procedures and reporting for SQA and operational functions
  
• Assist in SQA training development and execution
  
• Assist SQA deployment efforts
  
• Conduct post-analysis of lessons learned
  
• Provide input in the development of critical business systems, standards, reports and procedures
  
• Execute central SQA operational objectives
  
• Conduct daily status calls
  
• Conduct calibration sessions
  
• Conduct Audit-the-Auditor
  
• Respond to SQA appeals
  
• Maintain performance reporting and tracking tools
  
• Monitor enterprise completion rate
  
• Monitor enterprise staffing levels
  
• Conduct analytics and center business reviews on SQA performance
  
• Execute CFU Voicemail retrieval

Job Requirements include:

• Minimum of five years experience in call/contact center operations
  
• Minimum of two year experience in Service Quality Monitoring
  
• Strong verbal and written communication skills with keen attention to detail
  
• Strong business analytical skills with keen attention to statistical detail
  
• Strong interpersonal skills in working within team environments and overseeing vendors
  
• Demonstrated ability to handle multiple projects and or tasks simultaneously
  
• Strong leadership characteristics
  
• Ability to excel in a collaborative team environment
  
• EyeQ360 application
  
• Experience working with call center applications (Cisco, eWFM, CUIS, CRM)
  
• Contact center deployment experience
  
• Experience managing large quantities of data using Excel, Access and/or Cognos
  
• Inbound and /or outbound operational experience in a contact center environment
  
• Service quality assurance experience a contact center environment
  
• SOP development experience a contact center environment
  
• Call center workforce management knowledge

Referral Program:

Earn $1,500 for every person you refer! If you see a position posted by The Squires Group and know the perfect person for the job, just send us your friend's contact information.

3 Reasons to Join The Squires Group, Inc

1. Our Commitment to You

- We offer competitive pay, multi-year projects and a list of exciting clients

2. Work-Life Balance

- We work hard, we work smart and have quality time for family and "life."

3. Golden Rule

- We treat our consultants the way we want to be treated: with integrity, professionalism and trust.

Learn more about The Squires Group at www.squiresgroup.com