Company Description
Quantum Dynamics, Inc. (Quantum) is a Woman-Owned Small Business (WOSB) headquartered in McLean, Virginia. The company is a service-oriented firm with a rich corporate history of quality, responsive service and multi-disciplinary staff having the requisite education, specialized training, and experience to meet the exact needs of all their clients. Quantum focuses on providing quality Engineering, Information Technology, Logistics, Business Management, and Technical Support Services to professional, government, and scientific organizations.
Job Description
The Data Analyst shall 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. Continually analyze operations to maximize the potential target market penetration while remaining flexible to customer requirements to cover areas during surge periods or other periods of particular emphasis. Shall collect and validate data for reports to be delivered to the customer that include the total number of attempts made, lead contact statistics (what attempt number and type), time trend analysis, contact feedback, contact volume, contact length, and workload requirement. All reports shall be completed for each assigned lead source, and the number of leads available for each lead source shall be designated from the date assigned.
Key Responsibilities:
- 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. Ensure all reporting is compliant with Peace Corps standards and submitted on time.
- 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. Ensure data integrity and consistency across all reporting platforms.
- Ensure compliance with Peace Corps data security policies, including handling sensitive applicant information in accordance with government-mandated data privacy and security regulations.
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. Ideal candidates are Returned Peace Corps Volunteers (RPCV), although this is not required.
- 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. Must be able to respond promptly and professionally to inquiries.
- 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).
Additional Information
- Must be a U.S. Citizen and eligible to work on Government contracts.
- Must be able to complete required cybersecurity and IT training as outlined in the solicitation.
- Work Location: This is a fully remote position. The Outreach Analyst will work from a remote location and must be available to 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.
All your information will be kept confidential according to EEO guidelines.
