Data Analysis Professional

3 days ago

Washington, United States Quantum Dynamics Full time

We are seeking a highly skilled Data Analysis Professional to join our team at Quantum Dynamics, Inc.

About Us

As a Woman-Owned Small Business (WOSB) headquartered in McLean, Virginia, we pride ourselves on delivering quality Engineering, Information Technology, Logistics, Business Management, and Technical Support Services to professional, government, and scientific organizations. Our commitment to excellence has earned us a reputation as a service-oriented firm with a rich corporate history of quality, responsive service, and multi-disciplinary staff.

Estimated Salary Range:

$65,000 - $85,000 per year, depending on experience

Job Description

The successful candidate will provide world-class customer service and support services for Volunteer Recruitment and Selection (VRS) in support of lead refinement and processing, including e-application, QA/QC procedures, world-class customer service, and recruit sustainment operations. This role requires the ability to analyze operations to maximize potential target market penetration while remaining flexible to customer requirements.

  • Provide high-quality customer service support for lead refinement and processing across multiple communication channels (phone, email, online chat).
  • Contact, screen, and refine leads according to Peace Corps qualifications, ensuring all leads meet current business rules before forwarding to Peace Corps Recruiters.
  • Assist with e-application processing, ensuring accuracy and completion of applications.
  • Respond to general inquiries from prospective applicants, providing only approved, up-to-date information in a professional manner.
  • Maintain comprehensive records of all interactions in the contact log system, ensuring compliance with reporting and documentation standards.
  • Meet established performance metrics, including response times for phone calls, emails, and chat inquiries, as outlined in the Performance Work Statement (PWS).
  • Support ongoing recruit sustainment operations by ensuring applicants remain engaged and informed throughout the application process.
  • Collaborate closely with the Program Manager to ensure all project goals and client expectations are met.
  • Generate detailed reports on lead performance metrics, including total contact attempts, contact success rates, response times, time trend analysis, and lead outcomes.
  • Track the status of all leads in real-time and ensure that follow-up actions are completed within the specified timeframes.
  • Monitor lead thresholds and notify management when the lead count drops below operational thresholds.
  • Utilize Government-approved CRM systems and data analysis tools to manage and track leads, monitor performance metrics, and generate actionable insights.
Required Skills and Qualifications
  • Minimum Education: High school diploma or equivalent from an accredited educational institution.
  • Experience: At least one year of demonstrated experience in world-class customer service.
  • Knowledge of Peace Corps Programs: Must have or be willing to gain up-to-date knowledge of Peace Corps qualifications and business rules.
  • Communication Skills: Strong verbal and written communication skills.
  • Technical Proficiency: Ability to use Government-approved Customer Relationship Management (CRM) systems, telephony software, and data entry tools to track and manage lead interactions.
  • Government Network Access: Must be able to meet Government background check requirements to obtain network access (e.g., NACI check).
Work Location and Requirements

This is a fully remote position, requiring the ability to work from a remote location and cover core hours from 9:00 AM to 9:00 PM across U.S. time zones, ensuring coverage in all four U.S. time zones. Travel may be required for training or ad hoc meetings as needed.

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