Quality Assurance Team Lead - FEMA Seasonal - Serco North America

Discover this great opportunity to be a part of our Seasonal Emergency Response Team, called upon in the event of a natural disaster.  Serco supports the Federal Emergency Management Agency (FEMA) by employing temporary hires to assist with the delivery of disaster assistance for individuals and households.

We are seeking dedicated individuals to provide essential customer service support for relief efforts in a virtual 24/7 remote call center with various 40 hour a week shifts available, days, nights and weekends. The Quality Assurance Team Lead role is crucial in helping their Quality Specialist monitor the call quality for the program ensuring those affected by disaster receive the best possible customer service and offers a unique opportunity to make a meaningful impact.

This initial assignment is approximately 120 days, with the possibility of extension, and may called upon in the event of other natural disasters. The salaried position will pay based on federal guidelines and associated experience.

Key Responsibilities:

• Team Leadership and Development
• Team Management: Lead and manage a team of QA analysts.  
• Performance Management: Conduct performance reviews and provide feedback to QA analysts.  
• Training and Development: Develop and deliver training programs to improve agent skills and knowledge.
• Coaching and Mentoring: Provide coaching and mentoring to agents and supervisors to enhance their performance.
• Lead weekly calibration calls whether internal or wit the client

Reporting and Analysis

• Reporting: Generate regular reports on quality metrics, performance trends, and customer satisfaction.  
• Data Analysis: Analyze data to identify areas for improvement and make data-driven recommendations.  
• Reporting to Management: Present findings and recommendations to management.  

Process Improvement

• Continuous Improvement: Implement continuous improvement initiatives to enhance the quality of customer service or streamline processes and improve efficiency.  
• Change Management: Manage change effectively and communicate changes to the team.

To be successful in this role you will have:

• A degree in a related field from an accredited institution is preferred
• A minimum of 5 years leading customer service teams
• Highly motivated atitude with skills to coach team members to maximize performance
• Strong communication skills both written and verbal
• Proficiency with computers. the Microsoft Suite and Customer Relationship Management (CRM),  a software system that helps businesses manage and improve their interactions with customers. 
• Flexibility to cover operational hours for the Call Center (24/7).

 If you are interested in working with our Seasonal Emergency Response Team and the opportunity to help disaster survivors rebuild their lives - then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

**Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active.  Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.**

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.