Help Desk QA Analyst — Data-Driven Ticket Auditor

Maryland-National Capital Park and Planning Commission; Riverdale Park (MD); Hybrid; USD 22,000 - 33,000; Part time

Benefits offered by this job

Health insurance

Sick Leave Benefits

Job summary

The Maryland-National Capital Park and Planning Commission is seeking a year‑round seasonal Help Desk Quality Assurance Analyst to review and score customer service tickets. This role requires detail orientation, comfort with spreadsheets, and consistent application of QA standards to support staff training and service improvements.

Responsibilities include conducting weekly audits, exporting data, maintaining QA records, and collaborating with the Help Desk leadership.

Qualifications

• Must be at least 18 years of age.
• Familiarity with Microsoft Excel including sorting, filtering, basic formulas.
• Familiarity with detailed data entry and maintaining electronic records.

Responsibilities

• Conduct weekly QA audits of customer service tickets.
• Export weekly ticket data and prepare randomized audit samples.
• Score tickets using a binary rubric and document scoring decisions.
• Maintain QA spreadsheets and ensure weekly results are recorded.
• Update QA reporting resources and master audit records.
• Manage a recurring weekly audit cycle and ensure timely completion.
• Track work status using Asana and maintain organized records.
• Verify ticket accuracy using internal knowledge resources.
• Assist with data cleanup, reports, and QA-related projects.
• Support preparation of reports and presentations for leadership.
• Participate in team meetings and calibration activities.
• Provide operational support during high-volume registration periods.

Skills

Data analysis

Attention to detail

Quality assurance

Team collaboration

Excel

Written and verbal communication

Time management

Tools

Asana

Microsoft Excel

Ticket tracking system

Job description

The Maryland-National Capital Park and Planning Commission is seeking a year‑round seasonal Help Desk Quality Assurance Analyst to review and score customer service tickets. This role requires detail orientation, comfort with spreadsheets, and consistent application of QA standards to support staff training and service improvements.

Responsibilities include conducting weekly audits, exporting data, maintaining QA records, and collaborating with the Help Desk leadership.