Help Desk Quality Assurance Seasonal Analyst

The Maryland-National Capital Park and Planning Commission, Prince George’s County Department of Parks and Recreation, is a six-time National Gold Medal Award winner for excellence in park and recreation management and was selected as a finalist for the 2026 National Gold Medal Award. The Management Services Division is seeking a Help Desk Quality Assurance Analyst to support the Customer Service Help Desk.

This year-round seasonal position is responsible for reviewing and scoring customer service tickets created through emails and phone calls, using established quality assurance criteria. The ideal candidate is detail-oriented, objective, comfortable working with spreadsheets and data, and able to apply established standards consistently while working efficiently through a high volume of tickets.

The Customer Service Help Desk serves as a central support hub for the Prince George’s County Parks and Recreation system, responding to tens of thousands of phone calls and emails from internal and external customers each year. Quality Assurance Analysts play a key role in ensuring the service behind those interactions remains accurate, consistent, and reliable. This position offers an opportunity to do focused, analytical work that directly supports improvements in customer service, staff training, and internal knowledge.

By identifying errors and applying quality standards consistently, Quality Assurance Analysts produce reliable audit data the Help Desk uses to understand where staff are succeeding, where additional support may be needed, and how service can continue to improve.

• Conduct weekly quality assurance audits of customer service tickets generated through emails and phone calls, using established scoring criteria to evaluate accuracy, customer service quality, documentation, procedural compliance, and 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 customer interactions.
• Document scoring decisions clearly and concisely, including brief explanations of identified errors and the correct information, classification, or procedure when applicable.
• Maintain accurate and organized quality assurance spreadsheets, verify the completeness and accuracy of audit data, and ensure weekly results are properly recorded.
• 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.
• Manage a recurring weekly audit cycle independently, ensuring assigned ticket data is pulled, reviewed, scored, verified, distributed to the appropriate reporting locations, and completed by the end of each workweek.
• Track assigned work and completion status using Asana and maintain organized electronic records in accordance with established team procedures.
• Use the Customer Service Help Desk’s internal knowledge base and established resources to verify ticket accuracy and ensure scoring standards remain aligned with the guidance provided to Customer Service Representatives.
• Assist with data cleanup, report preparation, and other quality assurance or data-related projects involving information maintained in departmental systems.
• Support the preparation of reports, spreadsheets, and presentation materials that communicate quality assurance findings and trends to Help Desk and call center leadership.
• Participate in team meetings,…