Help Desk QA Analyst — Data-Driven Quality

The Maryland-National Capital Park and Planning Commission - PGC Parks and Recreation

Riverdale Park (MD)

On-site

USD 28,000 - 39,000

Part time

8 days ago

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Job summary

The Maryland-National Capital Park and Planning Commission, Prince George’s County Department of Parks and Recreation, is seeking a Help Desk Quality Assurance Analyst to support the Customer Service Help Desk. This year-round seasonal role involves reviewing and scoring customer service tickets via emails and phone calls using established QA criteria.

The ideal candidate is detail-oriented, data-savvy, and able to apply standards consistently in a high-volume environment.

Qualifications

Must be at least 18 years old.
Working familiarity with Microsoft Excel, including sorting and filtering data, using basic formulas.
Familiarity with detailed data entry and maintaining organized electronic records.

Responsibilities

Conduct weekly quality assurance audits of customer service tickets using scoring criteria.
Export weekly ticket data and prepare randomized audit samples in Excel.
Review and score tickets with a binary QA rubric, applying standards consistently.
Document scoring decisions with explanations and corrections where applicable.
Maintain QA spreadsheets and verify accuracy of audit data and weekly results.
Update QA reporting resources and maintain master audit records and reporting files.
Manage weekly audit cycle end-to-end and distribute results to reporting locations.
Track work and completion status using Asana and maintain electronic records.
Verify ticket accuracy using internal knowledge base and guidance.
Assist with data cleanup, reports, and QA/data-related projects.