Salary: $18.00 – $20.00 Hourly
Location : Prince George’s County, MD
Job Type: Seasonal
Job Number: Hdq21
Department: PGC Parks and Recreation
Opening Date: 08/02/2023
Closing Date: 8/23/2023 11:59 PM Eastern
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 through 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 maintenance of the data entered in the data base to ensure that the system data is being cleaned on a regular schedule and that the data is following outlined processes and standards.
Examples of Important Duties
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 an onsite position. Applicants should be self-starters with solid time management skills, and attention to details and deadlines to be successful in this role.
Duties and Responsibilities
- In cooperation with Helpdesk 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 Helpdesk 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 Helpdesk 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 Helpdesk Leadership to pull reports and assist with Helpdesk Scorecards
Minimum Qualifications
Quality Assurance Analyst Requirements and Qualifications
• Excellent oral and written communication skills.
• Excellent presentation skills.
• Strong training and instructional design skills.
• Ability to organize, analyze, and prioritize.
• Strong interpersonal and coaching skills.
• College degree or equivalent experience in quality assurance, IT help desk, and/or call center environments.
• 3-5 years’ experience with help desk, call center, and/or customer service operations.
• 1-2 years’ experience with quality assurance and process development.
Supplemental Information
- Part-time position working 30 hours a week.
- This position pays at a rate of $18.00-20.00 per hour depending on qualifications.
- A criminal background investigation will be completed prior to hire.
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