Description

ICF is currently seeking Quality Analysts who will be responsible for a variety of quality assurance (QA) and monitoring activities in a Call Center environment. Efforts will focus on ensuring high quality standards are met for all call types and that standardized practices are occurring across all activities. This includes multiple methods for call monitoring and evaluation, auditing call interaction documentation and reporting, and identifying training needs of staff.

The purpose of this project is to operate the National Call Center (NCC) and Sexual Abuse Hotline (SAH) that serves unaccompanied alien children, their family members, and other stakeholders.  As the Quality Analyst, reporting to the Quality Assurance/Compliance Lead, you will be part of the Quality Assurance, Compliance, and Training Team that is critical to supporting the success of this project.   

The successful candidate should have relevant experience and a proven record of quality assurance activities in a social services setting.  Candidates must be able to engage in multiple tasks with competing deadlines, be versed in a wide variety of strategies for ensuring quality services, demonstrated understanding of unaccompanied alien children, and familiarity with call center operations. 

This is a primarily remote position with the ability to travel less than 25% of the time as needed. 

Key Responsibilities:

Conducts a variety of QA and monitoring activities to ensure uniform quality standards are applied by all Call Center staff.  Auditing to ensure contact documentation is completed for every call.   Reviews Call Center reports and provides assessments on trends, patterns, and possible concerns that can arise to be elevated to the client.   Reviews and monitors employee files to ensure all background checks are complete and current.  Evaluates notifications of Prevention of Sexual Abuse (PSA) Hotline alerts  Review and assess Critical Incident Reports and safety plans for compliance, accuracy and to ensure reporting criteria have been met.   Review all mandated child abuse reports and reports to law enforcement to assure they are reported accurately to local authorities.   Reviewing or preparing safety reports to be submitted to ORR.   Identifying training needs based on review of calls.   Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.   Review and/or respond to all calls as needed from unaccompanied minors.  Monitor calls to ensure all call center staff are equipped to handle inquiries and provide accurate information and assistance related to all call types.  Support the review and revision of scripts as needed to improved quality and consistency of application.  Ensure that all call center operations align with ORR policies, procedures, and requirements. Monitor performance related to key performance indicators and service level agreements. Work as part of the Quality Assurance, Compliance, and Training Team to execute a quality control plan. Execute the implementation of quality control measures to maintain high service levels and accurate documentation of interactions with callers.   Participate in project related risk-management efforts, recommend adjustments/improvements, and implement solutions. Monitor compliance with contract guidelines. Monitor that staff are up to date on all required orientation/annual training requirements and support the identification of needs for annual training plan development or other trainings to solve more immediate needs related to skills and knowledge acquisition for operations staff. 

Basic Qualifications:

Bachelor’s degree in social services, and at least 3 years of experience in assessing and responding to social service needs in a case management, hotline, or investigatory role.   At least 2 years of experience working with immigrant youth and families and underserved families.   Bilingual English and Spanish T2 clearance

Preferred Skills:

Experience with Office of Refugee Resettlement   Minimum of 5 years’ experience working with unaccompanied children or refugee minors  Trained in interviewing children  Minimum of 3 years of experience in responding to crisis calls from children, youth, or families, including at least one year as a supervisor or manager on a child abuse hotline  

Professional Skills:

Strong project management skills. Ability to work with all levels of internal staff, as well as outside clients and vendors   Ability to be flexible, to handle multiple priorities and to work limited overtime as necessary. Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint   Sound business ethics, including the protection of proprietary and confidential information   Ability to work nights and weekends.  Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment.  Solid team player with proven ability to manage competing priorities, perspectives and stakeholder needs.  Strong analytical, problem-solving, and decision-making capabilities.  Ability to deal effectively with rapid change and to prioritize work quickly in response to changing needs. Excellent verbal, oral, interpersonal and written communication skills, including experience with developing and delivering presentations and technical writing. Demonstrated outstanding level of professionalism, including ability to exercise good judgment, discretion, tact, and diplomacy.  Must have a focus on detail and driving results. Must demonstrate and maintain an extremely high regard for sensitive information. 

#Indeed

  

 

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

 

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

 

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.  

 

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$50,113.00 - $85,192.00

San Antonio, TX (TX38)