Help Desk QA Analyst — Data-Driven, Remote Eligible

Maryland-National Capital Park and Planning Commission; Riverdale Park (MD); On-site; USD 25,000 - 41,000; Full time

Benefits offered by this job

Health Insurance

Credit Union

Sick Leave Benefits

Job summary

The Maryland‑National Capital Park and Planning Commission (M‑NCPPC) invites applications for a Help Desk Quality Assurance Analyst (year‑round seasonal). The role reviews and scores customer service tickets via emails and phone, using established QA criteria to ensure accuracy, consistency, and reliable information across the Help Desk.

Strong data skills and attention to detail are essential for meaningful audit results.

Qualifications

• Must be at least 18 years of age.
• Working familiarity with Microsoft Excel, including sorting, filtering, basic formulas, and organizing data across spreadsheets and workbooks.

Responsibilities

• Conduct weekly quality assurance audits of customer service tickets generated through emails and phone calls, using established scoring criteria.
• Export weekly ticket data, preserve source data, and use Excel to prepare randomized audit samples.
• Review and score selected tickets using a binary QA rubric with consistent standards.
• Document scoring decisions with brief explanations of identified errors and correct information.
• Maintain organized QA spreadsheets and ensure weekly results are recorded.

Skills

Excel proficiency

Data analysis

Record keeping

Job description

The Maryland‑National Capital Park and Planning Commission (M‑NCPPC) invites applications for a Help Desk Quality Assurance Analyst (year‑round seasonal). The role reviews and scores customer service tickets via emails and phone, using established QA criteria to ensure accuracy, consistency, and reliable information across the Help Desk.

Strong data skills and attention to detail are essential for meaningful audit results.