[Hiring] Call Center Quality Analyst @General Dynamics Information Technology

Role Description

FUNCTIONAL ANALYST

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Functional Analyst for a career where your growth is just as important as the mission you support.

As a Functional Analyst, the work you’ll do at GDIT will be impactful to the mission of Benefits Coordination & Recovery Call Center (BCRC). You will play a crucial role in transforming customer interaction data into practical business insights. This role goes beyond traditional quality monitoring by driving performance improvements, strengthening compliance, and contributing to the overall customer experience.

• Support operational efficiency across multiple applications while proactively staying current on all guidelines, procedural updates, and internal changes.
• Conduct weekly audits with a minimum of (50-60) interactions fortifying QA compliance standards and established scorecards.
• Maintain 14-day record maintenance timeframes by autonomously monitoring Medicare beneficiary record corrections.
• Draft clear, concise, and professional communications supporting feedback and coaching initiatives.

Collaborate with:

• Adjacent departments in (2 - 3) meetings monthly to review behaviors and training opportunities.
• Call Center Leads by orchestrating bi-monthly calibrations using department templates to perform audit alignment amongst vested parties.
• Colleagues during end-of-day huddles, training recaps, and ad hoc analysis, to examine anomalies and performance opportunities.

Utilize:

• MS Excel formulas, pivot tables, data modeling, and visualizations for analyzing trends and optimizing reports.
• MS Word to compose and deliver high-level bi-weekly emails, call notes, and summaries regarding observations and recommendations.
• PowerPoint to design executive-level presentations, translate expectations into clear visual narratives, and create compelling slides for stakeholders.

Qualifications

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 2+ years of call center experience with quality assurance exposure in a healthcare environment with an understanding of Medicare, Parts A, B, C, and D.
• Technical skills: Intermediate computer literacy with expertise in MS Office (Excel, Word, PowerPoint)
• US citizenship required: Yes

Requirements

• Professional experience working in remote environments.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent listening, verbal, and written communication capabilities.
• Ability to welcome, accept, and implement feedback constructively.
• Highly adaptable to working collaboratively in a team-oriented environment.
• Detail-oriented able to meet deadlines with a strong focus on accuracy and quality.
• Proactively adept at identifying and pursuing new tasks and assignments automatically.
• Strong understanding of compliance requirements (e.g., HIPAA, CMS guidelines) as it relates to Privacy Act laws.
• Familiarity with Medicare Secondary Payer rules, ESRD (End Stage Renal Disease) periods, and Disability entitlement.
• Exposure to BCRC processes, including coverage validation, MSP questionnaires, Recovery workflows, and case updates.
• Experience performing calibrations, coaching sessions, and quality evaluations using standardized QA scorecards.
• Ability to accurately interpret and apply complex QA guidelines consistently across unique interaction scenarios.
• Capable of identifying scoring gaps and recommended QA form or policy enhancements.
• Proven ability to identify trends and root causes across a wide array of call drivers (e.g., eligibility, MSP, correspondence).
• Demonstrate strong system navigation skills across multiple platforms, with the ability to efficiently query caller information.
• Proficient in simultaneously analyzing call audio and system activity to comfortably translate QA findings into actionable insights.
• Familiarity with CMS guidelines and regulatory requirements.

Benefits

• Comprehensive benefits and wellness packages.
• 401K with company match.
• Competitive pay and paid time off.
• Full flex work weeks where possible.
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
• 15 days of paid leave per calendar year for vacations, personal business, and illness.
• 10 paid holidays per year.
• Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12-month period for eligible employees.
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.