Call Center Quality and Process Improvement Intern

M.C. Dean, Inc • Tysons, VA

1d • Hybrid

About The Position

M.C. Dean is seeking a motivated and detail-oriented Call Center Quality and Process Improvement Intern to support the evaluation and improvement of call center policies, procedures, and quality-control practices. This internship provides an opportunity to gain practical experience in operational analysis, quality assurance, process documentation, and continuous improvement. The intern will review current call center procedures and quality-control methods, identify inconsistencies or improvement opportunities, and develop recommendations to strengthen service quality, accuracy, efficiency, and compliance.

Requirements

• Currently pursuing or recently completed a degree or certificate program in business administration, operations management, quality management, communications, data analytics, information systems, organizational development, or a related field.
• Strong written communication, research, and analytical skills.
• Excellent attention to detail and organizational ability.
• Ability to review detailed information and identify inconsistencies, gaps, and improvement opportunities.
• Ability to organize findings and communicate recommendations clearly.
• Basic proficiency with Microsoft Word, Excel, PowerPoint, Teams, and other web-based collaboration tools.
• Ability to work independently and meet established deadlines.
• Ability to participate in virtual meetings during agreed-upon business hours.
• Ability to maintain confidentiality when reviewing customer, employee, and operational information.
• Ability to report to the office occasionally when required.

Nice To Haves

• Coursework or experience related to quality assurance, process improvement, auditing, business analysis, project management, or technical writing.
• Experience reviewing or creating policies, procedures, training materials, or process documentation.
• Familiarity with call center, customer service, help desk, or service-management operations.
• Experience working with spreadsheets, data summaries, charts, or performance reports.
• Familiarity with continuous-improvement concepts, root-cause analysis, or Quality Management Systems.
• Experience with Microsoft SharePoint, Confluence, Jira, or similar documentation and workflow platforms.

Responsibilities

• Review existing call center policies, procedures, work instructions, reference materials, and supporting documentation.
• Evaluate whether current documentation is accurate, complete, consistent, easy to understand, and aligned with actual call center operations.
• Identify outdated, duplicated, conflicting, or missing policies and procedures.
• Compare written procedures with current operational practices to identify process gaps.
• Recommend improvements to policies, procedures, workflows, templates, and documentation standards.
• Assist with reorganizing and standardizing call center documentation so information is easier for employees to locate and follow.
• Review current quality-control practices, evaluation criteria, scorecards, reporting methods, and feedback processes.
• Analyze quality-control findings to identify recurring errors, process weaknesses, training needs, and operational trends.
• Recommend improvements to quality-control standards, review methods, scoring criteria, reporting, and follow-up activities.
• Assist with developing or updating quality-assurance checklists, audit tools, evaluation forms, and performance-reporting templates.
• Review a sample of calls, tickets, records, or other work products to evaluate compliance with established procedures and quality expectations.
• Organize findings and present recommendations to call center leadership.
• Help prioritize recommendations based on operational impact, urgency, feasibility, and available resources.
• Support the development of corrective actions, process improvements, and employee training materials.
• Assist with measuring the effectiveness of implemented improvements.
• Maintain accurate records of reviews, findings, recommendations, and completed work.
• Handle customer, employee, and company information appropriately and maintain confidentiality.
• Participate in meetings with call center leadership and team members to understand current processes and operational challenges.
• Perform other related duties as assigned.
• Conduct an inventory and gap analysis of current call center policies and procedures.
• Develop a standardized format for policies, procedures, and work instructions.
• Recommend a structure for organizing call center documentation and knowledge resources.
• Evaluate the current quality-control scorecard and recommend improvements.
• Analyze recurring quality errors and identify possible root causes.
• Develop a quality-control tracking and reporting tool.
• Create recommendations for improving coaching, feedback, and follow-up processes.
• Assist with updating training materials based on quality-control findings.
• Develop a process for regularly reviewing and maintaining call center documentation.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed