QA & Performance Coach - Customer Care

Ifas Llc

Charleston (SC)

On-site

USD 49,000 - 61,000

Full time

12 days ago

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Job summary

The Department of State in Charleston, SC seeks a Quality Assurance Analyst to support the Quality Control Program within the Office of Customer Engagement. This on-site role focuses on monitoring performance, coaching staff, and driving continuous improvement for overseas financial operations and payroll support.

Qualified candidates will have strong communication skills, familiarity with MS Office, and experience with QA processes.

Qualifications

The employee shall possess superior organizational, oral and written communication skills.
Experience with computer applications and an ability to lift 10 pounds and sit/stand for extended periods.
Ability to follow directions and understand work requirements.
Ability to provide principal secretarial support and coordinate with staff.

Responsibilities

Monitors analysts to ensure accuracy and quality of customer email interactions.
Provides feedback to analysts on strengths and areas of improvement.
Provides coaching and on-the-job training to analysts when applicable.
Uses quality monitoring data to compile and track performance at team and individual levels.
Recommends updates to Knowledge Base articles and process improvements.
Utilizes approved AI-enabled tools to assist with data analysis, documentation, quality reporting, and process improvement.