What are the responsibilities and job description for the Application Support Desk Quality Assurance & Reporting Analyst position at Tria Federal?
Job Details
Hybrid
Vienna, VA Full TimeActive Secret Clearance ** ship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time.
Who We Are:
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.
Follow us on LinkedIn#PoweringPossible
Who You Are:
You are a talented Application Support Desk Quality Assurance & Reporting Analyst with at least 3 years of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You're looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.
Military Veterans and individuals with disabilities are encouraged to apply!
About This Role:Tria Federal is actively seeking a Quality Assurance & Reporting Analyst to join our Command Center Application Support Team for a federal agency. We are seeking a candidate with experience supporting quality and reporting in support of critical applications within a centralized command center.
This role combines quality assurance and data analysis to ensure exceptional service quality and continuous improvement. The successful candidate should be detail-oriented and analytical and will monitor and evaluate call interactions, provide constructive feedback, and develop insightful reports to drive informed decision-making. This position is remote, with 2-3 days a week at a client site in Tysons, VA. This may change depending on the client's needs.
Responsibilities:
Quality Assurance is your main responsibility, and it is closely linked to training. The insights you gain from reviewing agents' tickets and calls will guide you in developing training materials and identifying any gaps.
Quality Assurance:
ACTIVE SECRET CLEARANCE REQUIRED
Years of Professional Experience:3 years of experience
Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team's shared success.
As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
Job Listing ID: job_54_GUE7OBFUVCKUYFVZ
Equal Employment Opportunity (EEO):
Tria Federal (Tria) is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer.
As an Equal Employment Opportunity provider, Tria follows the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information.
U.S. Citizenship is required for this specific opportunity as Tria is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness.
Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the Tria careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to or call . Include the nature of your request, along with your name and contact information.
Vienna, VA Full TimeActive Secret Clearance ** ship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time.
Who We Are:
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.
Follow us on LinkedIn#PoweringPossible
Who You Are:
You are a talented Application Support Desk Quality Assurance & Reporting Analyst with at least 3 years of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You're looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.
Military Veterans and individuals with disabilities are encouraged to apply!
About This Role:Tria Federal is actively seeking a Quality Assurance & Reporting Analyst to join our Command Center Application Support Team for a federal agency. We are seeking a candidate with experience supporting quality and reporting in support of critical applications within a centralized command center.
This role combines quality assurance and data analysis to ensure exceptional service quality and continuous improvement. The successful candidate should be detail-oriented and analytical and will monitor and evaluate call interactions, provide constructive feedback, and develop insightful reports to drive informed decision-making. This position is remote, with 2-3 days a week at a client site in Tysons, VA. This may change depending on the client's needs.
Responsibilities:
Quality Assurance is your main responsibility, and it is closely linked to training. The insights you gain from reviewing agents' tickets and calls will guide you in developing training materials and identifying any gaps.
Quality Assurance:
- Within Salesforce, monitor and evaluate calls to assess agent performance based on predefined criteria.
- Document QA findings in the quality assurance tool.
- Provide coaching and feedback to agents within 24-48 hours of completing QA assessments.
- Develop and update quality standards and guidelines for customer interactions.
- Regularly review and audit processes to ensure compliance and identify areas for improvement.
- Maintain accurate records of all quality assessments and process improvements.
- Analyze call data to identify trends, common issues, and areas for improvement.
- Collaborate with management, application SMEs, and clients to implement changes that enhance the overall customer experience.
- Provide constructive feedback and coaching to agents based on performance evaluations.
- Expertise in navigating and utilizing Salesforce to its full functionality, optimizing reporting capabilities to deliver valuable insights
- Within Salesforce, design, implement, and maintain reporting processes to track QA metrics and performance data.
- Prepare detailed reports on service quality and training effectiveness.
- Analyze performance data to identify trends, patterns, and insights for continuous improvement
- Develop and automate dashboards and reports to present key metrics to stakeholders within Salesforce.
- Collaborate with other departments to gather data and ensure accurate and comprehensive reporting.
- Generate ad-hoc reports in Salesforce and analyses to support decision-making and strategic planning.
- Identify and escalate priority issues based on data analysis and provide recommendations for improvement.
- Maintain accurate records and documentation of reporting processes and data sources.
- Stay current with agency system information, changes, and updates as directed.
- All other duties as assigned.
- 3-5 years of experience in quality assurance and data analysis.
- Proficiency in Microsoft Office Suite and data visualization tools like Power BI
- Proficiency in Salesforce
- Experience developing and automating dashboards and reports in Salesforce
- Strong analytical skills and proficiency in quality assurance tools and software.
- Excellent communication skills and the ability to provide effective coaching and feedback.
ACTIVE SECRET CLEARANCE REQUIRED
Years of Professional Experience:3 years of experience
Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team's shared success.
As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
Job Listing ID: job_54_GUE7OBFUVCKUYFVZ
Equal Employment Opportunity (EEO):
Tria Federal (Tria) is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer.
As an Equal Employment Opportunity provider, Tria follows the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information.
U.S. Citizenship is required for this specific opportunity as Tria is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness.
Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the Tria careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to or call . Include the nature of your request, along with your name and contact information.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
