Vangent, A General Dynamics Company Work Values

Daily Duties at Vangent, A General Dynamics Company:

Led the Quality Assurance and Continuous Improvement Program for the CDC-INFO and the Food and Drug Administration contact centers, which are responsible for responding to more than 2 million calls and 300,000 e-mails via a combination of information hotlines, clearinghouses, and response services. Notable Achievements: • Program was recognized in 2009 by GSA with its Citizen Service Award. • Customer satisfaction scores for the contact center achieved world-class or “gold standard” levels of excellence, as documented by independent third party assessors. • Enhanced customer service standards to exceed client requirements by 14% and achieving a 94% satisfaction rating through metrics analysis and creation and implementation of a new performance improvement plan. • Implemented ISO 9001:2008 certification standards to improve business performance. • Drove operational excellence by leveraging and applying Six Sigma fundamentals to measure process stability and accuracy using statistical analysis to ensure compliance with quality standards based on an ISO 9001:2008. This approach improved call center quality performance by 30% and achieved excellent top-box customer satisfaction levels within 9 months. • Served as primary focal point for the Quality Assurance and Surveillance Program, including development and implementation of the Quality Plan. As a certified ISO 9001:2008 Internal Auditor, coordinated with independent evaluators and maintained the team's ISO 9001 certification. Trained and coached supervisors and staff in the use of process improvement methodologies and tools. Provided oversight of services for Spanish-language contacts, including monitoring quality of calls and services provided. • Identified, launched, and implemented process improvement projects across all aspects of the program, including staff, information, processes/procedures, communications, and IT infrastructure. Recommended improvements and assisted with their implementation. • Contributed to contract deliverables including the Quality Assurance and Surveillance Plan, white papers, Statements of Work, and Standard Operating Procedures.

What they like about Vangent, A General Dynamics Company:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Call Center, Process Improvement, Budgeting, ISO, ISO 9001, Project Management, Bilingual, Risk Management, Financial Management, Staffing Forecasting, SharePoint, Quality Assurance and Surveillance, HIPAA, Privacy Act

Skills

Call Center, Process Improvement, Budgeting, ISO 9001, Project Management, Bilingual, Change Management, Public Speaking, Health Policy, Contractor Management , HIPPA Compliance

These are some of the questions we asked our climbers about their experiences with Vangent, A General Dynamics Company: