Planned Systems International is seeking Quality Review Agent to support our Federal Emergency Management Agency (FEMA) 2024 Emergency Response Contact Center Team. This role involves conducting quality reviews of Customer Service Representatives’ customer calls to ensure the highest quality, courtesy and information passed is accurate. The Quality Review Agent will monitor the phone calls for compliance with prescribed scripts through form submissions, ensuring accurate completion to facilitate smooth processing of claims or applications related to disaster relief and emergency management efforts.

• This is a short-term, seasonal Part-Time position.
• This position is remote.
• Candidate must be a citizen of the United States.
• Candidate must be able to pass a FEMA background check. 

• The Quality Agent will support monitoring calls for quality against prescribed scripts and accurate forms and information.
• The ideal candidate for this role is passionate about ensuring excellence in service, responds quickly and effectively to customer inquiries, and is comfortable working in a fast-paced environment with a high call volume.
• Managing quality reviews and form completion for each call monitored.
• Identifying and resolving customer issues accurately and efficiently.
• Providing appropriate solutions and alternatives, and following up to ensure full resolution.
• Keeping detailed records of calls monitored and provide feedback to Customer Service Representative weekly.
• Provide summaries of trends on monitored calls to Customer Service Manager. 
• Following communication procedures, guidelines, and policies.

• 1-year or more customer support experience or experience as a client service representative.
• English speaking proficiency (Spanish bilingual is a plus).
• Strong communications skills, including phone communications and active listening.
• Familiarity with CRM systems and practices.
• Experience with customer calls is a plus.
• Strong research and problem-solving skills.
• Proficient with computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files.
• Demonstrated ability to handle sensitive and confidential situations.
• Ability to handle crisis situations and deal with difficult inquirers.
• High School Diploma or GED.

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.