The Maryland-National Capital Park and Planning Commission seeks a Help Desk Quality Assurance Analyst to support the Customer Service Help Desk. This position helps maintain service quality by reviewing and scoring customer service tickets created through emails and phone calls, documenting findings, and supporting recurring reporting for Help Desk and call center leadership.
Location and Schedule
Riverdale, MD (hybrid). This is a year-round seasonal position scheduled for 32 hours per week throughout the year and subject to annual renewal. A four-day, eight-hour schedule is preferred, with some flexibility based on availability and operational needs.
Work is scheduled during normal business hours, Monday through Friday between 7:30 a.m. and 5:00 p.m., and employees are expected to maintain a consistent schedule established in advance. Occasional Saturday work may be required during seasonal registration periods, approximately five times per year, with weekly schedule adjustments as needed.
For the first six months, the role is fully in-person. After the probationary period, employees may be eligible to work remotely up to two days per week based on satisfactory performance, supervisor approval, and operational needs.
Salary
USD 16–23 per hour.
Responsibilities
- Conduct weekly quality assurance audits of customer service tickets created through emails and phone calls using established scoring criteria for accuracy, customer service quality, documentation quality, procedural compliance, and proper use of internal knowledge resources.
- Export weekly ticket data from the ticket tracking system, preserve source data, and use Excel to prepare randomized audit samples representing a defined percentage of each Customer Service Representative’s completed tickets.
- Review and score selected tickets using a binary quality assurance rubric, applying established standards consistently across both simple and complex interactions.
- Document scoring decisions with clear, concise explanations, including brief notes on identified errors and the correct information, classification, or procedure when applicable.
- Maintain accurate and organized QA spreadsheets, verify audit data completeness and accuracy, and ensure weekly results are recorded properly.
- Update and maintain multiple QA reporting resources, including master audit records, individual employee records, and reporting files used by Customer Service Representatives and call center leadership.
- Independently manage the recurring weekly audit cycle by pulling assigned ticket data, completing review and scoring, verifying results, distributing to required reporting locations, and completing work by the end of each workweek.
- Track assigned work and completion status using Asana and maintain organized electronic records in line with team procedures.
- Use the Customer Service Help Desk internal knowledge base and established resources to verify ticket accuracy and keep scoring standards aligned with guidance provided to Customer Service Representatives.
- Assist with data cleanup, report preparation, and other quality assurance or data-related projects involving information in departmental systems.
- Support the preparation of reports, spreadsheets, and presentation materials that communicate QA findings and trends to Help Desk and call center leadership.
- Participate in team meetings, training, calibration activities, and individual meetings with the Quality Assurance Supervisor to maintain consistent understanding and application of QA standards.
- Provide occasional operational support during high-volume registration periods by reviewing customer documentation and verifying information in departmental systems.
Technology
- Excel / Microsoft Excel
- Microsoft 365 Suite
- Excel for spreadsheets and randomized audit samples
- Asana
Minimum Qualifications
- Must be at least 18 years of age.
- Working familiarity with Microsoft Excel, including sorting and filtering data, using basic formulas, and organizing information across spreadsheets and workbooks.
- Familiarity with detailed data entry and maintaining organized electronic records.
Preferred Qualifications
- Experience working with spreadsheets, reports, data entry, data validation, records management, or other data-intensive administrative work.
- Familiarity with Microsoft 365 Suite tools.
- Previous experience in quality assurance, auditing, compliance review, or another role requiring consistent application of established standards.
- Experience reviewing work for accuracy, identifying errors or inconsistencies, and documenting findings.
- Previous customer service or call center experience.
Additional Requirements and Job Conditions
- May be subject to drug and alcohol testing.
- Employment is contingent on successful completion of a favorable background check, including fingerprinting.
- New employees must complete all applicable Commission onboarding, security, and mandatory training requirements.
- Office-based environment with primarily sedentary work involving extended computer use and review of spreadsheets, customer service tickets, reports, and other electronic records.
- Work requires sustained attention to detail, may involve a high volume of work, and follows recurring weekly deadlines.
Required Knowledge, Skills, and Abilities
- Strong analytical skills and attention to detail for accurate review of large volumes of information, identifying errors, inconsistencies, incomplete information, or unexpected results.
- Ability to apply established standards objectively and consistently, maintaining uniform scoring across a high volume of customer service interactions.
- Sound judgment for unusual or ambiguous situations, including consulting written guidance, recognizing when clarification is needed, and appropriately flagging questions for review.
- Ability to make timely, confident decisions when criteria clearly apply, while remaining open to discussion, feedback, and correction when clarification is needed.
- Strong organization and time management skills to self-direct work, manage recurring weekly workload, adjust to competing assignments or required training, and meet deadlines.
- Ability to remain focused and accurate during detailed, repetitive, data-intensive work for extended periods.
- Ability to critically review spreadsheets and other data to recognize potential issues with totals, formulas, dates, samples, or other information, and verify accuracy.
- Clear and professional communication of scoring decisions, errors, and questions in both written and verbal formats.
- Ability to collaborate with other QA Analysts, supervisors, trainers, and Customer Service Help Desk staff to maintain a shared understanding and consistent application of standards.
- Ability to incorporate updated guidance and feedback and adjust scoring practices to maintain team consistency.
- Ability to maintain organized, accurate, and confidential records involving employee performance and quality assurance data.
