Contact Center Quality Analyst jobs in Dover, NH

Description

Work Where it Matters

LDRM, a joint venture comprised of Lockwood Hills Federal, an Akima company, and DTSV, is not just another technical support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. 

At LDRM, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. 

For our shareholders, LDRM provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, LDRM provides technical, operational, and administrative support services to federal agencies, including Department of State and the U.S. Patent and Trademark Office.

As an LDRM employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.

Here’s why we want you to consider LDRM:

• You get your nights and weekends free
• We LOVE to promote from within
• Tuition reimbursement program
• 401(k), health, dental and vision plans, and more
• An Employee Assistance Plan that’s ready when you need it
• Paid time off and paid holidays

Job Summary

As our Quality Analyst, you are responsible for monitoring, measuring, and analyzing product and process performance results to ensure that the completed work is consistent and compliant with standard operating procedures and customer requirements. In conjunction with conducting audits, you are responsible for tracking and analyzing data, discovering trends to report to our unit management team. You will also monitor and recommend improvements to the Quality Management System. Additionally, you will assist the Quality department in maintaining training plans, editing materials, assisting with training and set up training sessions as needed. 

What you will do as a Quality Analyst:

• Collect, enter, and track trending data, analyzing data, and preparing and reporting it in meaningful ways
• Meet with management to review trends analyzed with corrective action plans to address trend errors in quality and processes
• Work with our program Trainers on the need for ad-hoc training using the trend data as a baseline for the creation of new refresher or targeted training
• Conduct ad hoc quality and audit inspections products, services, and processes
• Provide assessment or feedback if inspections or procedures support an opportunity for improvement
• Monitor and maintain the quality management systems; communicate with the Operations team any non-compliance; recommend improvements; prepare, present, and communicate reports on organizational performance
• Administer defect disputes; facilitate conflict resolution, execute necessary research
• Assist in related Training Program activities

Requirements

Minimum Qualifications:

• Ability to obtain and maintain a U.S. government SECRET clearance
• Have advanced computer skills with a working knowledge of Excel
• Exhibit a high level of attention to detail 
• Demonstrate administrative and organizational skills
• Have a strong written and verbal command of the English language
• Show excellent interpersonal and communication skills
• Demonstrate a professional work ethic
• Ability to work both independently and collaboratively

Desired Qualifications:  

• BS Degree and 4 years administration experience
• Visa Processing and/or Quality Control experience or 6 years of otherwise-related experience 

You must live within 90 miles of Portsmouth, NH, and be a U.S. citizen. You must also successfully complete a comprehensive 7-year criminal and credit history background check.

Physical Requirements:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; use fingers and hands to type or write; reach with hands and arms; talk or hear; taste or smell. Specific vision abilities required by the job.

Work Environment:

You will primarily work in an office environment but may be required to work in other work environments as well.

At LDRM, honesty and integrity govern our activities. We fulfill our commitments, and we treat everyone with dignity and respect. As an Alaskan Native company, our mission is to improve the quality of life for our shareholders and our people by maximizing economic growth, protecting and enhancing our environment, and by promoting healthy communities with decisions, actions, and behaviors consistent with our core principles.

We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.