Call Center Quality Analyst - Remote

Overview

The Call Center Quality Analyst role at GDIT involves making significant contributions to critical government projects by enhancing customer interactions through quality assurance and data analysis.

In Short

• Perform quality audits on call center interactions.
• Analyze customer interaction data to drive performance improvements.
• Collaborate with operational leaders and adjacent departments.
• Utilize Microsoft Office tools for data analysis and reporting.
• Maintain compliance with QA standards and guidelines.
• Draft professional communications supporting feedback initiatives.
• Conduct bi-monthly calibrations and training sessions.
• Identify trends and root causes in call data.
• Support operational efficiency across multiple applications.
• Work in a remote environment with a focus on teamwork.

Requirements

• Bachelor's degree in a relevant field.
• 2+ years of call center experience with QA exposure.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Detail-oriented with a focus on accuracy.
• Ability to adapt and work collaboratively in teams.
• Understanding of compliance requirements (e.g., HIPAA).
• Familiarity with Medicare processes and guidelines.
• Proficient in MS Office applications.
• Experience with quality evaluations using QA scorecards.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) plan with company match.
• Flexible work weeks and paid time off.
• Paid family leave and additional paid holidays.
• Short and long-term disability benefits.
• Continuous career growth opportunities.
• Supportive and innovative workplace culture.
• Military-friendly environment.
• Access to internal mobility team for career advancement.
• Competitive pay packages.