Call Center Quality Analyst- Remote!!

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Functional Experts

Job Qualifications:

Skills:

Call Support, Oral Communications, Personal Initiative, Quality Assurance (QA), Teamwork

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

No

Job Description:

FUNCTIONAL ANALYST

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Functional Analyst for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Functional Analyst, the work you’ll do at GDIT will be impactful to the mission of Benefits Coordination & Recovery Call Center (BCRC). You will play a crucial role in transforming customer interaction data into practical business insights.  This role goes beyond traditional quality monitoring by driving performance improvements, strengthening compliance, and contributing to the overall customer experience. 

Operating at the intersection of quality, analytics, and strategy, this production-driven role requires consistent output and strict adherence to deadlines.  Assignments require extended periods of focus, critical listening, and precise documentation as analysts must be comfortable working with large datasets, identifying trends, and supporting findings.  Successful analysts can balance quantitative analysis with detailed documentation on every audit. 

This role requires a highly analytical mindset, exceptional writing ability, and advanced Microsoft Office expertise immediately upon onboarding to translate complex findings into clear, impactful feedback, and actionable recommendations.

Support:

• Operational efficiency across multiple applications while proactively staying current on all guidelines, procedural updates, and internal changes

• Weekly audits with a minimum of (50-60) interactions fortifying QA compliance standards and established scorecards

• 14-Day record maintenance timeframes by autonomously monitoring Medicare beneficiary record corrections

• Operational leaders by drafting clear, concise, and professional communications supporting feedback and coaching initiatives

Collaborate with:

• Adjacent departments in (2 - 3) meetings monthly to review behaviors and training opportunities

• Call Center Leads by orchestrating bi-monthly calibrations using department templates to perform audit alignment amongst vested parties

• Colleagues during end-of-day huddles, training recaps, and ad hoc analysis, to examine anomalies and performance opportunities

Utilize:

• MS Excel formulas, pivot tables, data modeling, and visualizations, for analyzing trends, and optimizing reports

• MS Word to compose and deliver high-level bi-weekly emails, call notes, and summaries regarding observations and recommendations

• PowerPoint to design executive-level presentations, translate expectations into clear visual narratives, and create compelling slides for stakeholders

WHAT YOU’LL NEED TO SUCCEED
Bring your Quality Assurance and Technical expertise along with a drive for innovation to GDIT.

The Functional Analyst must have

• Education: Bachelor of Arts/Bachelor of Science

• Experience: 2+ years of call center experience with quality assurance exposure in a healthcare environment with an understating of Medicare, Parts A, B,C, and D.

• Technical skills: Intermediate computer literacy with expertise in MS Office (Excel, Word, PowerPoint)

• US citizenship required: Yes

Role requirements

• Professional experience working in remote environments

• Strong analytical, critical thinking, and problem-solving skills

• Excellent listening, verbal, and written communication capabilities

• Ability to welcome, accept, and implement feedback constructively

• Highly adaptable to working collaboratively in a team-oriented environment

• Detail-oriented able to meet deadlines with a strong focus on accuracy and quality

• Proactively adept at identifying and pursuing new tasks and assignments automatically

• Strong understanding of compliance requirements (e.g., HIPAA, CMS guidelines) as it relates to Privacy Act laws

• Familiarity with Medicare Secondary Payer rules, ESRD (End Stage Renal Disease) periods, and Disability entitlement

• Exposure to BCRC processes, including coverage validation, MSP questionnaires, Recovery workflows, and case updates

• Experience performing calibrations, coaching sessions, and quality evaluations using standardized QA scorecards

• Ability to accurately interpret and apply complex QA guidelines consistently across unique interaction scenarios

• Capable of identifying scoring gaps and recommended QA form or policy enhancements

• Proven ability to identify trends and root causes across a wide array of call drivers (e.g., eligibility, MSP, correspondence)

• Demonstrate strong system navigation skills across multiple platforms, with the ability to efficiently query caller information

• Proficient in simultaneously analyzing call audio and system activity to comfortably translate QA findings into actionable insights

• Familiarity with CMS guidelines and regulatory requirements

Preferred Qualifications

• Prior experience in BCRC

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
Growth: AI-powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.

#GDITFedHealthJobs

#GDITHealth

The likely salary range for this position is $50,190 - $60,950. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans