Help Desk QA Analyst - Data-Driven Ticket Auditor

The Maryland-National Capital Park & Planning Commission; Riverdale Park (MD); Hybrid; USD 40,000 - 56,000; Part time

Job summary

The Maryland-National Capital Park and Planning Commission's Prince George’s County Department of Parks and Recreation seeks a Help Desk Quality Assurance Analyst to review and score customer service tickets. This year-round, seasonal position focuses on applying QA criteria to emails and phone interactions to ensure accuracy and consistency in service.

You will export data from the ticketing system, create audit samples in Excel, document scoring decisions, maintain QA spreadsheets, and support

Qualifications

• Must be at least 18 years of age.
• Familiar with Excel basics: sorting, filtering, formulas, and organizing data.
• Experience with detailed data entry and organized electronic records.

Responsibilities

• Conduct weekly QA audits of tickets using scoring criteria.
• Export weekly ticket data and prepare random audit samples in Excel.
• Review and score tickets with a binary QA rubric.
• Document scoring decisions with explanations and corrections.
• Maintain QA spreadsheets and verify audit data.
• Update QA reporting resources and master audit records.
• Manage weekly audit cycle end-to-end.
• Track work and completion in Asana.

Skills

Microsoft Excel

Data analysis

Attention to detail

Data entry

Documentation

Tools

Microsoft 365 Suite

Job description

The Maryland-National Capital Park and Planning Commission's Prince George’s County Department of Parks and Recreation seeks a Help Desk Quality Assurance Analyst to review and score customer service tickets. This year-round, seasonal position focuses on applying QA criteria to emails and phone interactions to ensure accuracy and consistency in service.

You will export data from the ticketing system, create audit samples in Excel, document scoring decisions, maintain QA spreadsheets, and support