Salary: $18.00 – $20.00 Hourly
Location : Prince George’s County, MD
Job Type: Seasonal
Job Number: Hpdk22
Department: PGC Parks and Recreation
Opening Date: 09/08/2023
Closing Date: Continuous
Description
The Prince George’s County Department of Parks and Recreation is currently seeking a Quality Assurance Analyst. The ideal candidate has technical chops, demonstrably strong communication, and analytical skills, and can effectively identify areas for process improvement while working with a knowledge team to update existing or create new process documentation.
The Quality Assurance Analyst will ensure the quality of help desk support services by monitoring and reviewing help desk activities (calls and tickets), working with Helpdesk Leadership to identify periodic assessments of technician skills and knowledge, providing findings to Helpdesk Leadership for coaching and remediation sessions, assisting in tracking performance over time, and recommending process improvements. The Quality Assurance Analyst will also assist with the maintenance of the data entered in the database to ensure that the system data is being cleaned on a regular schedule and that the data is following outlined processes and standards.
The main responsibilities of this position are in the areas of:
- Process improvement – Conduct process review, develop process and procedural documentation, and continuous process improvement
- Performance monitoring – Conduct regular audits on ticket handling procedures including service desk communications (email, voice). Gather and validate work performance data.
- Reporting – Data gathering and validation, report generation, and presentation for the Helpdesk Score Cards
- Database Clean up – Identifying any needed Cleaning Reports, as well as running the Cleaning Reports and working within the Helpdesk Team to ensure the data going into the Database is being cleaned and maintained on a regular schedule.
This position will be with the nationally accredited, 6-time gold medal Parks and Recreation agency, Maryland-National Capital Park and Planning Commission, and will work directly with the Customer Service Help Desk. Which is a combination of a Technical Support and traditional Customer Service Call Center, that supports the general public as well as our internal customers, with questions that range from information about our Parks and Community Centers to internal requests for assistance with software solutions for rentals or assistance with computer hardware troubleshooting. This position is onsite. Applicants should be self-starters with solid time management skills and attention to details and deadlines to be successful in this role.
Examples of Important Duties
- In cooperation with Help Desk Management develop and implement targeted QA processes and schedules to address identified priorities
- Monitor, review, and score help desk calls and tickets daily to ensure compliance with Helpdesk Standards service standards
- Track QA results and analyze to identify concerns and provide QA reports to management recommending improvements.
- Provide data to Help Desk Leadership so they can conduct coaching and remediation sessions with Help Desk resources to verify awareness of standards and processes and facilitate improvement.
- Coordinate with Help Desk Leadership with the creation and implementation of a Cleaning Report Schedule for Data Entry for the POS Database
- Assist in Export and Guide reviews for Guides
- Work with Help Desk Leadership to pull reports and assist with Help Desk Scorecards
Minimum Qualifications
- Excellent oral and written communication skills
- Strong presentation or instructional design skills
- Ability to organize, analyze, and prioritize
- Strong interpersonal and coaching skills
- College degree or equivalent 1-3 years’ experience in Quality Assurance, IT help desk, and/or call center environments.
Supplemental Information
This position does not provide benefits.
A criminal background check will be completed prior to hire.
The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.
THE MARYLAND-NATIONAL CAPITAL PARK AND PLANNING COMMISSION
2023 BENEFIT SUMMARY FOR SEASONAL INTERMITTENT EMPLOYEES
The following information is a summary of benefits extended to all Seasonal employees of the Maryland-National Capital Park and Planning Commission (M-NCPPC). This is for informational purposes only and is subject to change.
Limited Benefits for Seasonal Employees
Health Insurance Plans
You are eligible for specific health insurance benefits if you worked, on average, 30 hours per week during your first 12 months of employment or from October 3rd to October 2nd each subsequent period following your first 12 months of employment. This equates to 1,560 hours over a 12-month period.
If and when you are eligible for benefits, you will receive notification directly from the Health & Benefits Office.
Eligible Employees Pay 35% of the health insurance plan premium and The Commission Pays 65%.
- Medical
- Kaiser Permanente Health Maintenance Organization (HMO) with Prescription Plan
- UnitedHealthcare Select Plan (EPO)
Other Benefits
- Credit Union
- Sick Leave Benefits
This summary is intended to highlight some of the benefits offered by the M-NCPPC. It is not an all-inclusive agreement and is subject to change. For a more detailed description of benefits, please see the appropriate benefits brochure, service agreement or manual. For more information, contact The Health and Benefits Office at benefits@mncppc.org or 301-454-1694.
01
Are you at least 18 years of age?
- Yes
- No
Required Question