QA & Data Insights Analyst

Job Family : Business Operations Travel Required : Up to 10% Clearance Required : Ability to Obtain Public Trust What You Will Do : The Business Analyst Quality Assurance provides engagement support across a wide range of activities. Working with engagement leadership, this individual can expect to provide support in some, or all of the following areas: Customer Contact Center Support engagements internal / external compliance requirements. Maintain project controls processes and best practices. Support onboarding / offboarding efforts, and other resource management related activities Creates, manages, and tracks all operational support metrics supporting Service Level Agreements (SLA’s), Quality Assurance, Workforce Management, and Training functions Support project managers and provide coordination for strategic initiatives Coordinate meetings including notifications, agendas, minutes, and follow-up correspondence Assist in tracking risks, issues, change requests, and the creation/maintenance of project status reports Monitor and track agent performance and productivity Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved Develop and maintain interactive Power BI reports and dashboards to deliver accurate and timely insights Use historical data and trends to forecast future workload and staffing needs. Consider factors like seasonal variations and historical performance. Conduct Process Analysis and Improvement Activities such as: Conduct gap analysis between current state and desired future state; Develop process maps, workflows, and standard operating procedures; etc. Engage in Stakeholder Management Activities such as: Collaborate with business users, project managers, developers, and other key stakeholders, etc. Conduct Data Analysis & Reporting Activities such as: Create reports, dashboards, and visualizations to support decision-making Facilitate consensus-building on strategic issues and develop alternative solutions to complex challenges What You Will Need: Requires a high school diploma and 5 years of prior relevant experience; some roles may require a university degree, vocational or technical education (Relevant experience may be substituted for formal education) Experience with O365 tools. Prior experience in business operations specifically call monitoring, quality reporting Strategic Thinking: Ability to understand organizational priorities and align work accordingly Data Analysis: Proficient in MS Word, Excel, and Outlook; skilled in data filtering, sorting, and analysis Communication: Outstanding interpersonal skills with the ability to work with high-profile individuals and collaborate across teams Confidentiality: Demonstrates sound judgment and maintains strict confidentiality of sensitive information Organization: Excellent ability to manage multiple priorities, meet deadlines, and track complex initiatives Professionalism: Maintains poise under pressure and handles matters with tact and diplomacy Strong problem-solving skills and the ability to adapt to evolving requirements What Would Be Nice To Have : Knowledge of business operations activities within consulting engagements Coordinating and tracking projects and strategic planning initiatives across Business Planning and Strategy & Research departments Prior experience with analyzing project and research data to provide insights and guidance to leadership Ability to work accurately with numerical detail; to analyze, consolidate, and interpret data. Experience or coursework related to dashboard creation and data visualization is a plus Experience in data manipulation, preferably within a business environment. Experience performing gap analyses and workflow analysis to define current vs. future state capabilities Designing, developing and maintaining custom Power Apps to automate business processes and enhance data workflows Utilized Power Automate to integrate disparate systems, streamline repetitive tasks, and optimize process efficiency Collaboration with cross-functional teams to ensure data accuracy, consistency, and security Engagement experience with customer stakeholders to understand desired business outcomes and define success criteria Developed training curriculums and delivered training sessions to the solution’s end users Developed innovative industry accelerators that contributed to thought leadership white paper development Researching and analyzing diversified operational support data to draw valid conclusions Collecting and analyzing Voice of Customer survey metrics to facilitate discussions on operational performance gaps affecting real-time operations

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The annual salary range for this position is $53,000.00-$88,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. What We Offer : Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: Medical, Rx, Dental & Vision Insurance Personal and Family Sick Time & Company Paid Holidays Position may be eligible for a discretionary variable incentive bonus Parental Leave 401(k) Retirement Plan Basic Life & Supplemental Life Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts Short-Term & Long-Term Disability Tuition Reimbursement, Personal Development & Learning Opportunities Skills Development & Certifications Employee Referral Program Corporate Sponsored Events & Community Outreach Emergency Back-Up Childcare Program About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at View phone number on click.appcast.io or via email at View email address on click.appcast.io . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or View email address on click.appcast.io . Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact View email address on click.appcast.io . Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee. #J-18808-Ljbffr US104 Guidehouse Managed Services LLC