SRA International, Inc., A CSRA Company Quality Assurance Analyst - TS/SCI (Poly preferred) in Bossier City, Louisiana

Clearance Level Must Currently Possess:

Top Secret w/SCI eligibility

Clearance Level Must Be Able to Obtain:

Top Secret SCI

Suitability:

Polygraph

Job Family:

Quality Assurance

Job Description:

CSRA is looking for a Quality Assurance Analyst who holds TS/SCI (poly preferred) for a full time position, located in Annapolis Junction, MD or Bossier City, LA.

Program overview

CSRA will provide DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. CSRA will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Responsibilities and Duties

The QA Analyst supports the Quality Assurance program for the Service Desk regarding Service Desk policy and procedures. Monitors contacts via phone or web for customer service quality, content/referral accuracy, and provide feedback and coaching to the Agents. Participates in and supports process improvement initiatives. Assesses programs/projects to identify process concerns through process audits and observations. Provides operational assistance to address and resolve actions necessary for process compliance.

Qualifications

  • Active TS/SC I clearance required (CI poly preferred or must be able to obtain)

  • BA or equivalent + 3 yrs related experience, or MA + 1 yr related experience

  • Experience working with the technology industry

  • Experience working with company products and operating systems

  • Experience working with help desks and call triaging

  • Analytical and problem solving skills

  • Good interpersonal skills to interact with customers and team members

  • Organization and time management skills

  • Communication skills

  • Ability to work in a team environment

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA LA Bossier City - 6300 E Texas St (LAS002)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.