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View DetailsINFORMATION TECHNOLOGY · 4CI -9602
Management
Analyst
Espanola, NM · Remote · Full Time
LocationEspanola, NM
Work arrangementRemote
Employment typeFull Time
EngagementLong Term
Experience7+ Years
Reference4CI -9602
THE OPPORTUNITY
Help shape dependable
enterprise platforms.
4Consulting, Inc is seeking a qualified Management Analysts to support technology consulting, application development, systems analysis, testing, data management, cybersecurity, infrastructure, or project delivery services for client projects. The selected candidate will perform duties consistent with the client’s project requirements and company delivery standards.
What you’ll do
- Develop, implement, and maintain comprehensive Quality Assurance Plans defining evaluation criteria, sampling strategies, review schedules, calibration processes, remediation procedures, governance, and reporting standards.
- Lead and supervise QA analysts conducting quality reviews of calls, chats, emails, document processing, application processing, and related operational workflows; ensure consistent scoring and evaluation practices.
- Analyze quality metrics, operational data, customer sentiment, and root causes; prepare monthly QA reports, dashboards, executive presentations, and corrective action plans to improve performance.
- Partner with clients, supervisors, and operational leaders to communicate findings, facilitate calibration sessions, develop coaching and performance improvement strategies, and implement quality enhancements.
What you bring
- Experience supporting contact center quality assurance and customer service operations, including call handling, chat and email interactions, application processing, document processing, and associated business workflows.
- Experience supporting Health Benefit Exchanges (HBE), Medicaid, healthcare payer operations, eligibility and enrollment programs, or other government benefits environments involving regulated processes and compliance requirements.
- Experience establishing and evaluating service quality standards, operational performance metrics, policy adherence, business rules, customer satisfaction, first-contact resolution, and escalation management.
- Experience leading quality governance, calibration, coaching, remediation, and continuous improvement initiatives across customer-facing and back-office operations while coordinating with clients, supervisors, and operational stakeholders.
Equal opportunity
4Consulting, Inc is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, citizenship status, immigration status where protected by law, or any other legally protected status. All candidates will be evaluated based on job-related qualifications, experience, skills, availability, and ability to perform the essential duties of the position.