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Title

QA Assistance Services 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Req Number ATS19-0036  
Category Administration  
Division Arlluk Technology Solutions  
Location ATS Bethesda  
Description

Arlluk Technology Solutions is hiring a QA Assistance Services person to support our customer in Bethesda, MD.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Essential Functions, Responsibilities & Duties

  • Assist the call center during high-volume days/times with phone support.
  • Research MICA reports that are created in Excel for possible misbookings (MICAs).
  • Append MICAs from MICA reports to MICA Database in Microsoft Access, located on SharePoint.
  • Update daily misbooking and staff misbooking totals, via the MICA report on SharePoint.
  • Data Entry of the Customer Feedback Server.
  • Review and update pertinent documents.
  • Report Opportunities for improvement (MICAs/Misbooked Appointments).
  • Research Telephone Agent Quality via CHCS (upon request).
  • Follow-up on immediate concerns and clinic updates (upon request).
  • Research clinic protocols and update information (upon request)
  • Utilize a database, use MICA reports that are created in Excel ® to append daily historical information to Microsoft Access®.
  • Daily report staff misbookings, via the MICA report, located on the SharePoint to Team Leads, Floor Supervisors and Appointing Chief.
  • Streamline data collection processes and verifying data formats as necessary to improve efficiency of retaining significant data.
  • Assist QA Specialist with daily reporting of staff misbookings from previous work day transactions via the MICA Report (Excel charts) located on SharePoint (local intranet) to Team Leads, Supervisors, and Appointing Chief.
  • Assist QA Specialist with daily monitoring of incorrect telephone consults reported from clinics and disseminating follow up to staff.
  • Share ideas with QA Specialist on streamlining data collection processes and verifying data formats to reduce data collection burden while retaining significant data.
  • Assist QA Specialist in providing monthly summaries of quality performance statistics to IRMAC leadership -- Floor Supervisors and the Chief of Operations and Team Leads.
  • Assist QA Specialist summarizing Agent’s individual performance trends and reporting results to IRMAC leadership upon request.
  • Troubleshoot appointing concerns with clinics at other Military Treatment Facilities in the National Capital Area.
  • Daily disseminate clinic information to IRMAC staff.
  • Assist with staff training.
  • Assist the QA Specialist with fostering collaboration with IRMAC leadership and outside organizations to improve the quality of workflow and processes to ensure compliance with established work standards, policies and procedures.
 
Position Requirements

Knowledge, Skills & Abilities

  • A minimum of an Associate’s degree (Bachelor’s preferred) in an Operations Management, Computers and Information Systems, Statistics or other business related discipline, or equivalent experience in a call center environment.
  • At least 1 year relevant call center experience.
  • Good math skills and ability to perform statistical analysis.
  • Ability to acquire and use new skills such as Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting.
  • Ability to work independently with minimal supervision.
  • Flexibility, creativity, and the ability to adapt to a changing work environment.
  • Strong verbal and written communication, and interpersonal skills as well as the ability to confer with IRMAC executives on specific program goals.
  • Computer proficiency, particularly in Microsoft Office Suite applications such as Excel, PowerPoint and Outlook.
  • Ability to develop, organizes, and evaluates data to facilitate reports for IRMAC leadership, Team Leads and other stakeholders as requested.
  • Understanding of basic Medical Terminology, a Basic Medical Terminology Course is preferred, but not required.
  • Familiarity and understanding of the Composite Health Care System (CHCS).
  • Related experience with DOD and the military through prior work experiences preferred. Ability to read, write, speak and understand English
  • Must be a U.S. Citizen

Right of first refusal for employment will be given to current workers in accordance with EO 13495.

Working Environment & Conditions

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to stand for extended periods of time. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag.com or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.

 
Travel Requirements  
Security Clearance Must be a US Citizen  
About our Company

Arlluk Technology Solutions, LLC (Arlluk) is a newly established Alaskan Native-owned, small disadvantaged business that is part of the Koniag Government Services group. Arlluk provides Application Development, Maintenance, and Enhancements, Enterprise IT Infrastructure Solutions, Cyber Security, and Integrated Program Management services. We support Federal civilian and defense agencies and State governments across multiple business functions including: Finance, Health, Defense, Social Services, Consumer Protection and Insurance. Arlluk has an 8(a) application pending with the Small Business Administration.

 

Our Equal Opportunity Policy EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352  

This position is currently accepting applications.

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