Contact Center Quality Analyst jobs in District of Columbia

Candidate will perform the duties and responsibilities of a Contact Center Operator for the Department of Homeland Security (DHS) Contact Center. Responsible for responding to and routing public and customer inquiries.  Candidate will need to respond to incoming calls from the customers to take their requests, answer questions and inquiries, provide information and handle complaints. Additionally, agents are responsible for making outbound VIP calls to set conference-calls while providing the highest level of customer service.

What You’ll Get to Do:

Under general supervision, the Contact Center Operator will have the following duties and responsibilities:

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding products to customer service problems.
• Providing customers with the organization’s service and product information.
• Routing requests including; forms, and formal requirements requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Identify problems and provide applicable remedies.
• Other duties as assigned.
• The work shift for the position is:

Tuesday, Wednesday, Thursday and Friday: 10:00AM - 8:00PM

• This position is required to be onsite full-time.

You’ll Bring These Qualifications:

• Candidate will need to obtain/keep DHS Entry of Duty (EOD) Access
• Associate degree or higher , BA/BS
• One year of applicable experience
• Excellent Customer Service in both written and verbal communications

What We Can Offer You:

• We’ve been named a Best Place to Work by the Washington Post.
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive benefits and learning and development opportunities.
• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
• For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. 

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI’s government contract for the work location.​
 

Minimum Required Hourly Wage:

There are a host of other factors that can influence final salary including, but not limited to, geographical location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.