Description

　　Job Title: Quality and Workforce Management Analyst

　　Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has approximately 1000+ employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

　　Summary

　　The Quality and Workforce Management Analyst works as a full-time remote employee of Zeiders Enterprises, Inc. and provides staff support for multiple locations where Zeiders provides services under Military OneSource Spouse Education and Career Opportunities Program. The Quality and Workforce Analyst ensures that the performance standards of the contract are met.

　　Zeiders’ approach to quality management quantifies programmatic effects-based outcomes, correlating coaching outcomes with return on investments, and providing programmatic assessment data to support the program management needs. This role also ensures that all contract services meet and exceed contract expectations and all contract services are of superior quality and making a positive impact on military spouses and their families.

　　In support of the Workforce Management team, this position will effectively use a combination of workforce scheduling software and real-time queue management software. The Quality and Workforce Management Analyst acts as a liaison between contact center supervisors, operations analysts, and the Workforce Manager to address intraday queue management, process scheduling requests, monitor workforce schedule adherence, and produce Workforce Management related reports for the contact center.

　　Essential Duties and Responsibilities

　　Serves as a subject matter expert on contract quality issues and maintains the Quality Management Plan that supports the contract objectives.

　　Conducts quality monitoring on all contact modalities to ensure that all policies are followed as outlined by the contract and makes recommendations towards process improvement.

　　Reports on Acceptable Quality Levels (AQLs) for all contract requirements and contract operations.

　　Designs and implements quality improvement studies including selection of valid and reliable indicators and coordinates monitoring and evaluation activities.

　　Analyzes data and makes recommendations for program and or process improvements.

　　Actively participates in intradepartmental quality management improvement teams as appointed.

　　Researches and makes recommendations on quality-related best practices and industry standards for providing services.

　　Monitors quality improvements in services and implements quality performance measures as required.

　　Assists in developing and implementing contract performance measurements critical to the contract and customer satisfaction.

　　Consults with managers and supervisors to identify and resolve problems that arise with staffing and program executions.

　　Assists with coordinating customer satisfaction improvement activities.

　　Communicates significant findings, including potential risk management issues.

　　Ensures that contract requirements are met and compliance maintained.

　　Attends meetings with Government Program Representatives as requested.

　　Provides scheduling support, tracks adherence, and understands key operating metrics.

　　Assists in monitoring and managing real-time service delivery performance through queue management and real-time adherence applications.

　　Monitors daily service levels, productivity, and adherence, taking proactive measures to meet call volume demands by adjusting work activities as needed.

　　Provides guidance and technical support for contact center supervisors and operations analysts.

　　Monitors the Workforce Management department inbox, answering general inquiries and processing intraday schedule adjustment requests.

　　Participates in the Business Continuity and Recovery Plan (BCRP) by coordinating efforts with contact center leadership to ensure call volumes are handled to the maximum extent with limited resources, such as when system accessibility or significant agent staffing challenges occur.

　　Required Education and/or Experience Qualifications

　　Master's degree in Social Work, Education, Psychology, Business, Management or other relevant human services-related field; OR Bachelor's degree and four (4) years related experience.

　　Two (2) years' experience in social service program administration/management.

　　Two (2) years personnel management/staff supervision

　　Familiarity with government contracting processes.

　　Experience developing, managing, and/or monitoring contract quality initiatives; specifically in the form of customer feedback, operation performance, personnel performance, etc.

　　Knowledge of contact center metrics, agent behaviors, and other factors that affect queue and adherence reporting.

　　Strong math skills and ability to perform statistical analysis.

　　Ability to use Microsoft Office programs.

　　You will need to complete and clear the full government background check process based on your role.

　　Preferred Qualifications

　　Preference for former Military or Military Spouse or Veteran or Wounded Warrior.

　　Experience with NICE or similar workforce management and quality monitoring platforms.

　　Quality assurance experience supporting government contracts.

　　Four years’ experience in complex contact center environment or service operations environment.

　　Experience monitoring inbound work queues and routing activity using a queue management system.

　　Other Skills and Abilities

　　All positions that require access to U.S. Government facilities and systems require U. Citizenship, and reliable transportation to travel to assigned locations and nearby facilities. Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 20 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

　　Zeiders Enterprises, Inc. is an Equal Opportunity Employer

　　Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)