Call Center Quality Analyst- Remote!!

GD Information Technology•Las Cruces, NM

2d•$50,190 - $60,950•Remote

About The Position

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.

Requirements

Bachelor of Arts/Bachelor of Science
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
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

Nice To Haves

Prior experience in BCRC

Responsibilities

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

Benefits

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
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.