Business Analyst - Team Lead

FLATTER INC•St. Louis, MO

About The Position

Summary: Flatter, Inc. (Flatter) is hiring experienced Team Leads to oversee training, quality assurance, program analysis, and process improvement functions supporting USDA Rural Development Loan Servicing Call Center operations in St. Louis, MO or San Antonio, TX. This leadership role is responsible for ensuring operational excellence, regulatory compliance, performance optimization, and continuous improvement across all support functions. The Team Lead will serve as the primary integrator between Operations, PMO, QA, Training, and Process Improvement teams to ensure contract performance aligns with USDA requirements and organizational objectives.

Requirements

Experience: 5–8 years of progressive leadership experience in call center operations, program management, quality assurance, training oversight, or process improvement within a federal contract environment.
Prior experience supporting USDA Rural Development loan programs, financial services, mortgage servicing, or government loan servicing operations preferred.
Strong knowledge of call center performance metrics (e.g., call volume, AHT, quality scores, compliance adherence, backlog management).
Demonstrated experience managing cross-functional teams and driving operational performance improvements.
Experience supporting federal compliance requirements, audits, and contractual reporting standards.
Strong analytical skills with the ability to interpret performance data and translate findings into strategic action plans.
Excellent written and verbal communication skills, with the ability to brief executive leadership and government stakeholders.
Proficiency in MS Office Suite and performance reporting tools.
Bachelor’s degree in Business, Public Administration, Operations Management, or related field; preferred

Nice To Haves

Advanced certifications (PMP, Lean Six Sigma, etc.); are also preferred.

Responsibilities

Provide leadership and oversight to Trainers, Quality Assurance Analysts, Program Analysts (PMO), and Process Improvement Analysts supporting call center and loan servicing operations.
Ensure alignment between training delivery, quality monitoring, performance analytics, and process improvement initiatives to drive consistent service excellence.
Monitor contract performance metrics, KPIs, SLAs, and compliance requirements; implement corrective actions as needed to maintain or exceed contractual standards.
Oversee development and maintenance of training materials, QA scorecards, performance dashboards, and process documentation to ensure accuracy and consistency.
Analyze operational data, call volume trends, QA findings, audit results, and performance reports to identify risks, systemic issues, and improvement opportunities.
Coordinate cross-functional collaboration to resolve process gaps, improve documentation accuracy, enhance first-call resolution, and strengthen customer experience outcomes.
Lead root cause analysis efforts for recurring operational challenges and ensure implementation of sustainable corrective actions.
Support audit readiness, compliance reviews, and USDA oversight activities by ensuring documentation, reporting, and process controls are current and defensible.
Prepare and deliver executive-level briefings, performance reports, and strategic recommendations to program leadership and USDA stakeholders.
Manage staff performance, professional development, workload distribution, and continuous improvement initiatives across the support team.
Support workforce planning, surge operations, transition planning, and risk management activities within the PMO framework.
Additional duties as assigned.