Looking for a career where you can make a difference every day? Serco is looking for a Quality Assurance Specialist to join our team! The Quality Coordinator is a pivotal role dedicated to elevating the contact center's performance through a robust Quality Assurance (QA) program and ensuring stringent compliance with all applicable regulatory requirements. This role is responsible for driving continuous improvement, ensuring exceptional customer experiences, and integrating vital feedback directly into operational enhancements. Leveraging extensive experience and sound judgment, the Quality Coordinator champions a culture of excellence, directly contributing to the success of our citizen-centric service model.

As a Quality Assurance Specialist, you will:

• Lead the development and implementation of a comprehensive Quality Plan, collaborating closely with key personnel and integral contact center staff to embed quality and ensure compliance with all applicable regulatory requirements.
• Partner with Supervisory Information Specialists to identify targeted coaching opportunities and implement actionable improvements that enhance agent performance and efficiency.
• Work alongside the Account Manager (AM) and Contact Center Manager (CCM) to analyze performance trends, identify critical training needs, and ensure continuous refinement of both initial and ongoing training programs.
• Continuously integrate customer experience insights and feedback data directly into the QA program, ensuring that quality initiatives are always aligned with citizen satisfaction.
• Conduct regular audits, review, and analyze data and documentation to ensure adherence to established procedures and compliance standards, identifying areas for proactive improvement.
• Perform thorough root cause analyses for identified performance gaps and compliance issues, developing and implementing sustainable solutions that drive continuous improvement across the program.
• Contribute drafting a monthly action and improvement report that will include sstartegic recommendations regarding content, QA, CSAT, training,  and compliance to optimize overall contact center performance

To be successful in this role, you will have:

• A Bachelor's degree.
• Two or more years experience leading QA functions in a contact center or as a Supervisor in a multi-channel, bilingual contact center.
• Demonstrated experience and knowledge of quality management discipline including: principles. methods, tool development, evaluation, QA, and related technology.
• Excellent written and verbal communication skills.
• Leadership skills with the ability to mentor, evaluate, and manage staff.

In compliance with state and local laws regarding pay transparency, the target salary range is $100,000 - $135,000; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

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.

If you are interested in supporting and working with USPTO and a passionate Serco team- then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

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.