Operational Excellence & Customer Satisfaction Analyst

CACI International

2d•$68,400 - $143,700•Hybrid

About The Position

This opportunity will identify a Customer Satisfaction Analyst who is a self-starting, multi-tasking, service-oriented person. The candidate will contribute to CACI’s strategic goals while growing a long career with CACI. This position offers the candidate unique, expansive exposure to CACI’s business at all levels. Professional development through training, mentoring and certification support will enhance the candidate’s skillset. CACI is looking for an ambitious, motivated team player, who can immediately apply their skill set to offer value to CACI.

Requirements

Bachelor’s Degree or equivalent and possess 6+ years of work experience
Strong oral and written communication
High emotional intelligence
Impeccable interpersonal skills
Ability to perform data analysis
Ability to coach peers and senior personnel
Ability to work well in a group or independently
Self-starter
Competency as a facilitator/presenter
Research expertise
Critical thinking and problem solving
Time management
Organization
Collaboration on special projects
Negotiation (listen, analyze, persuade)
Creative thinking
Quality assurance/internal audit
Proficient with using databases and Microsoft products
Ability to troubleshoot minor technical difficulties

Nice To Haves

PMP Certification
SharePoint administration
Use of remote productivity tools (e.g., Zoom, MS Teams)
Analyze data using MS Excel using VLOOKUP, pivot tables, sorting, filtering, etc.
Use of enterprise systems (SCORE, Workday, ServiceNow)
Experience with Camtasia or video editing software
Experience with Power BI
Experience with customer satisfaction surveys

Responsibilities

Coordinate, advise and execute assessments of CACI’s programs to ensure customer expectations are being met, validate performance, drive improvements, and assist programs with a successful recompete.
Serve as a consultant to CACI programs, advising them on approaches and actions during assessment activities.
Utilize multiple types of feedback to provide reporting to programs and to perform analysis across various levels of CACI. This will include both quantitative and qualitative analysis.
Assist with CACI’s Business Development (BD) and Capture activities, serving as a resource and subject matter expert on CACI’s past performance library, providing required materials in various BD areas.
Coordinate with and provide training to program personnel (including CACI Program Managers) on assessment optimization tactics, CACI’s assessment process, and other topics.
Participate in various Quality Management System (QMS) activities including audits, contribute to process improvements, and may be assigned other duties.
Have access to available resources in which to further their skillset. For example, facilitating a Program Management Professional® (PMP) through various assigned projects and preparatory materials.