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 Outreach Analyst is responsible for providing exceptional customer service and operational support for the Peace Corps' Office of Volunteer Recruitment and Selection (VRS). This position supports lead refinement, e-application processing, and recruit sustainment operations, ensuring that potential Peace Corps applicants are accurately qualified and that customer inquiries are handled professionally and efficiently. Key duties include managing inbound communications, refining leads, and maintaining high standards of customer service through various platforms, including phone, email, and online chat systems.
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.
- Conduct outreach via LinkedIn and Handshake platforms, ensuring engagement with potential volunteers and recruiting groups, and creating at least five outreach groups per week in line with the Peace Corps’ outreach requirements.
- Manage online chat systems, responding to applicant inquiries in real-time and ensuring timely, professional responses via the chat platform.
- Handle Returned Peace Corps Volunteers (RPCV) communications, managing outreach and sustainment efforts to ensure RPCVs are effectively engaged and informed.
- Track and report lead thresholds, monitoring when lead availability drops below operational levels and notifying the Program Manager to ensure continued lead flow.
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.
