SES Corporation · 7 hours ago
Quality Analyst - Mid-Level
Nashville, TN
Full-time
Onsite
Mid Level
3+ years expSES Corporation is focused on supporting the Department of Homeland Security's Immigration and Customs Enforcement programs through their National Coordination Center. The Quality Analyst will monitor and enhance the quality of customer interactions, ensuring adherence to performance standards and driving continuous improvement initiatives.
ConsultingInformation ServicesInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Develop, maintain, and execute the Quality Control/Assurance Plan (QCP) covering sampling strategy, scoring, calibration, documentation standards, remediation, and reverification
Ensure the QCP fully aligns to the PWS/QASP, including surveillance methods, acceptance criteria, evidence requirements, and change control
Maintain auditable QA records (evaluations, artifacts, corrective actions, validations) and ensure version control and traceability
Build and deliver recurring analytics (daily/weekly/monthly) with drill‑downs by line of business, analyst level, queue, and issue type; identify root causes and quantify impact
Translate insights into prioritized recommendations that balance customer experience, compliance, and operational efficiency
Prepare and present evidence for Government quality assurance surveillance, demonstrating adherence to PWS performance standards and any Service Level Agreements (SLAs)
Coordinate internal audits and readiness reviews; document gaps, implement corrective actions, and verify sustained improvement
Ensure compliance with SOPs, scripts, policy/regulatory requirements, data privacy, confidentiality, and records management
Lead cross‑functional calibration sessions to preserve inter‑rater reliability; refine scorecards and definitions as program needs evolve
Partner with Supervisors/Training to convert QA findings into targeted coaching, micro‑learnings, and updates to knowledge articles/scripts
Track remediation efficacy with before/after results and confirm changes through evaluation
Provide concise, decision‑ready updates to Program Leadership and Government stakeholders on risk, trendlines, SLA exposure, and remediation progress
Create dashboards and narratives that tie performance to contractual obligations, customer outcomes, and operational levers
Administer or partner on QA platforms, call recording/screen capture, and speech/text analytics to scale insights
Collaborate with WFM and IT to ensure data integrity (definitions, timeframes, filters) across reporting sources (ACD/IVR/CRM)
Qualification
Required
3 Years of experience and Bachelors Degree
Government Contracting Context: Demonstrated experience aligning QA practices to PWS/QASP frameworks and supporting Government surveillance/audits
Quality Expertise: Proven capability in scorecard design, sampling strategies, calibration leadership, inter‑rater reliability, and corrective action management
Analytics: Advanced analysis of contact center KPIs (talk/wrap‑up, wait time, capture rate, QA scores, FCR, adherence) with clear, actionable storytelling
Tool Proficiency: Strong Excel/Sheets; familiarity with Power BI/Tableau
Process & Documentation: Strong SOP literacy; ability to produce audit‑ready artifacts, dashboards, and executive summaries
Communication: Excellent verbal/written communication with the ability to brief senior stakeholders succinctly
Compliance & Privacy: Understanding of data protection, confidentiality, and records management in a federal program context
Preferred
Experience supporting government contracts and working within PWS-driven environments and Government surveillance frameworks
Familiarity with quality frameworks (scorecard design, SIPOC, PDCA, DMAIC-lite, or similar continuous improvement approaches)
Exposure to knowledge management practices and content governance for call scripts and FAQs
Basic understanding of workforce management (forecasting, scheduling) to contextualize QA insights
Experience with speech/text analytics tools to scale qualitative insights
Benefits
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
Company
SES Corporation
Systems Engineering Solutions (SES) Corporation is a Small Business.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Suketu Sonecha
President and CEO
Company data provided by crunchbase