Contact Center Quality Assurance Auditor jobs in Alamogordo, NM

Position Overview:

Typical salary range: 100,000-110,000

The Quality Assurance Manager will be an SME on regulatory compliance. The QA Manager is familiar with all facets of RTC operations and ideally has and/or will develop an effective relationship with the RTC’s network of subcontractors and vendors. In this role, the QA Manager, she will ensure the local RTC staff adheres to high quality standards and will integrate quality checks in all processes and products

Primary/Major Duties and Responsibilities (Essential Functions):

• Under general direction, carries out procedures to ensure that all information systems products and services meet organization standards and end-user requirements.

• Performs and leads tests of software to ensure proper operation and freedom from defects.

• May create test data for applications.

• Documents and works to resolve all complex problems.

• Reports progress on problem resolution to management.

• Devises improvements to current procedures and develops models of possible future co figurations.

• Acts as information resource about assigned areas to technical writers and other Quality Assurance Analysts.

• Performs complex workflow analysis and recommends quality improvements.

Required Qualifications and Experience:

• Baccalaureate or higher-level degree with a major in Business Administration and/or Management (or related field) OR a combination of education and experience which furnished the appropriate knowledge, skills, and abilities to perform the requirements of the statement of work (SOW);

• Six to eight years’ experience in related Quality Assurance experience;

• Knowledge of International Law Enforcement Academy (ILEA), International Narcotics and Law (INL), or similar type programs sufficient to ensure project work is in compliance with management policies and procedures and in conformance with the Foreign Assistance Act and other regulatory procedures and guidelines;

• Proven knowledge of Federal policies and procedures including methods of providing assistance;

• Knowledge of, and skill related to the development of professional correspondence for use by project and program managers;

• Skill in preparation, presentation, and evaluation of plans, designs, reports, and other correspondence;

• Knowledge and skill in program assessment techniques related to resource allocation, risk management, performance metrics and project execution;

• Ability to communicate effectively, both orally and in writing, with a wide range of stakeholders, as well as customer service skills due to daily interaction with various levels of rank, authority, positions, both military and civilians, international and domestic. Oral and written fluency in English at 3 level.2

• Demonstrated ability to provide advice, guidance, and consultation with vendors and team members;

• Experience drafting US government reports and documents;

• Knowledge of quantitative and qualitative methods and techniques to develop support deliverable criteria and metrics covering complex program mission and functions, and monitoring and evaluation techniques for advanced law enforcement training programs.

PREFERRED QUALIFICATIONS

• Graduate Degree from an accredited college or university in international law, international relations, political science, criminal justice, economics, history, sociology, geography, social or cultural anthropology, law, statistics, the humanities, or related field.

• Demonstrated experience in directing, developing, and providing oversight for a multi-faceted training or education facility.

• Demonstrated experience with and knowledge of the State Department’s foreign assistance process, the structure and hierarchy of U.S. embassies, and familiarity with the interagency law enforcement community.

The pay range information provided is a general guideline. The pay rate offered will be determined based on the candidate’s experience and qualifications, as well as geographic locations, market and other business considerations as permitted by law.

Our full range of benefits include medical, dental, vision, disability protection, life insurance, prescription coverage, voluntary benefits, paid leave, and 401(k) retirement. Positions covered by the McNamara O’Hara Service Contract Act (SCA), Davis-Bacon Act (DBA), or a Collective Bargaining Agreement (CBA), or Fair Labor Standards Act (FLSA) will comply with the statute or CBA requirements as well as other client–customer contract requirements (all benefits are subject to eligibility requirements). For more information, please visit our Company’s Career page.