Sr. Quality Assurance Specialist - (Alexandria, VA)

Position description General Dynamics is looking for a Sr. Quality Monitor. The Sr. Quality Monitor will conduct Quality Assurance (QA) evaluations to ensure that Customer Service Representatives are performing in accordance with established quality and performance standards. The Sr. Quality Monitor uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The Sr. Quality Monitor will select from alternative methods and refer problems not solvable by adapting or interpreting guides, manuals, or procedures such as Quality Manuals and Standard Operating Procedures. POSITION DUTIES: * Evaluates recorded conversations between the agent and caller using the Sr QA evaluation solution for the program