Student Veterans of America Jobs

Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

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  • Jobs on this site are original and unduplicated and come from three sources: the Federal government, state workforce agency job banks, and corporate career websites. All jobs are vetted to ensure there are no scams, training schemes, or phishing.
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  • The newest jobs are listed first, so use the search features to match your interests. You can look for jobs in a specific geographical location, by title or keyword, or you can use the military crosswalk. You may want to do something different from your military career, but you undoubtedly have skills from that occupation that match to a civilian job.
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Systems Integration Inc Quality Manager in Landover, Maryland

Quality Manager provides daily oversight of quality services provided by support staff such as team leads and supervisors, representatives that support Customer Service Rep's through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to departmental policies and procedures. Works with the Training Manager to ensure Tier I, II, III Service Desk Analysts and Team Leads receive appropriate skills training for their positions and that on-going training occurs to address issues that impact the quality of calls. Train new hires on the performance metrics that are used and how their performance impacts overall contract performance.

Responsibilities include:

  • Analyze operational performance against company and customer expectations and identifies areas of competency and areas of needed improvement.
  • Establish and maintain systems for capturing, analyzing and reporting quality measures;
  • Interacts with program officials regarding issues and status of quality performance. Interface with other operational and cross-functional areas for the Contractor and government program staff to ensure and recommend consistency in reporting practices and to help determine quality needs.
  • Provide recommendations on continual process improvement to assure a positive customer experience.
  • Random Call Monitoring QA Ticket Review: Review tickets in Remedy ticketing system.
  • PMR Slide Contribution, use PowerPoint skills to create and review documents on SLAs as required by the Program Manager and be able to talk to those topics in regular meetings.
  • Report on daily call metrics, conduct research regarding specific incidents, able to explain why metrics were not met.
  • KMS KBA Document creation/review.
  • Work with the Leads and Operations Manager to monitor CMS Boards for incidents related to master tickets, call time, calls in queue and high call volume ensuring availability of reps to answer call volumes across multiple locations.
  • Ensure that the contract service level agreements are met and will work closely with management and trainers to ensure the rep's have initial and remedial training to sharpen their skills.

Qualifications:

  • This is a key position on a government contract and requires 5-8 years of experience in any of the following roles: Senior Call Center Representative, Quality Control, Quality Assurance, Quality Manager, or similar.
  • Applicants are required to submit a writing sample along with their application and professional resume.

Security Clearance: *Candidates must have or be able to obtain a Public Trust *

Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services.Systems Integration, Inc. seeks applicants to stand up an IT Contact Center to support the Department of Commerce.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website. https://www.applicantpro.com/j/1180754-50197

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