Top 8 Call center qa analyst Jobs in Rockville, Md

Contact Center Operations Manager
Integral —Vienna, VA
- Full-time
- Remote
- Azure
- Mid-level
- AWS
- Paid parental leave
- Paid holidays
6d
Call Center Report Analyst
ITCON Services —Vienna, VA
- Hybrid work
- 5 years
- SQL
- Bachelor's degree
Quick Apply
Data Analyst (HQ)
Koniag Government Services —Washington, DC
- Full-time
- Microsoft Outlook
- English
- Office
- Paid holidays
- Health insurance
12d
Quality Assurance Analyst
Integrity Marketing Group —Washington, DC
- Full-time
- Analysis skills
- Bachelor's degree
- Communication skills
Quick Apply
8h
Anthem Quality Analyst
Integrity Marketing Group —Washington, DC
- Full-time
- Analysis skills
- Bachelor's degree
- Quality control
Quick Apply
3d
Configuration Analyst SAP
Maola Local Dairies —Herndon, VA
- $125,000 - $140,000 a year
- Remote
- Microsoft Excel
- Microsoft Access
- 6 years
- Health insurance
- Dental insurance
Quick Apply
Occupational Health RN Program Manager
STG International, Inc. —Rockville, MD
- From $45 an hour
- Nursing
- Microsoft Excel
- RN License
- Health insurance
- Dental insurance
Quick Apply

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call center qa analyst jobs near rockville, md

Contact Center Operations Manager

Integral -
Vienna, VA

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Job Details

Full-time
6 days ago

Benefits

Paid parental leave
Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Parental leave
Employee assistance program
Vision insurance
Life insurance

Qualifications

Performance dashboard reports
Technical documentation
Spreadsheets
Dashboard creation
Dashboard creation support
Remote access software
Customer support ticket management
Remote desktop tools
CRM system proficiency
Technical Proficiency
Ticketing system technical support
Excel data analysis

Full Job Description

Overview:

The Contact Center Operations Manager is responsible for ensuring high-quality service delivery across all customer interactions and operational processes. This role combines quality assurance, performance analysis, and operational support to identify process improvements, enhance agent performance, and maintain compliance with service standards and key performance indicators (KPIs). The analyst partners closely with QA, Training, and Operations teams to drive continuous improvement within the service desk environment.

Responsibilities:

Quality Assurance

Conduct quality audits of service desk tickets, calls, and chats to assess communication effectiveness, issue resolution accuracy, and compliance with established processes.
Develop and maintain QA evaluation forms and scoring standards aligned with organizational objectives.
Provide detailed feedback and coaching recommendations to team leads and agents.
Track QA performance trends, identify common issues, and collaborate with Training and Operations to implement corrective actions.

Operational Support

Support daily operations through monitoring ticket queues, service levels, and agent adherence.
Assist with shift coverage planning, ticket routing, and escalation management.
Generate weekly and monthly reports on KPIs such as SLA compliance, resolution times, backlog, and customer satisfaction.
Collaborate with the Real-Time Adherence and Workforce Management teams to ensure coverage and operational continuity.

Process Improvement

Identify opportunities to streamline service desk workflows and improve ticket handling efficiency.
Document and update SOPs (Standard Operating Procedures) for operational and support processes.
Partner with IT, QA, and Training teams to implement new tools, automation, or system enhancements.
Participate in root-cause analysis for recurring incidents and recommend preventive actions.

Data Analysis & Reporting

Analyze QA and operational metrics to uncover performance gaps or training needs.
Prepare dashboards summarizing trends in communication quality, issue resolution, and customer satisfaction.
Support leadership in preparing executive-level reports and presentations.

Qualifications:

Required:

Clearance: Active Secret
Education: Bachelor’s degree in Business, IT, or a related field preferred (or equivalent work experience). Instead of a degree, please have:

Experience:

2–4 years in a service desk, contact center, or customer support environment.
1–2 years in a QA, operations support, or performance analytics role preferred.

Technical Skills:

Proficient with ticketing systems (e.g., ServiceNow, Salesforce, Zendesk)
Proficient with Remote desktop systems (AWS, Azure, Citrix, VMware)
Strong Excel or reporting skills (pivot tables, formulas, dashboards).
Knowledge of QA frameworks and performance metrics (AHT, THT, SLA).

Soft Skills:

Strong analytical and problem-solving abilities.
Excellent communication and documentation skills.
Detail-oriented, organized, and able to manage multiple priorities.

Key Competencies:

Communication: Clear, professional, and customer-focused.
Issue Resolution: Analytical mindset with a focus on root cause and resolution quality.
Process Compliance: Consistently ensures adherence to operational standards and SOPs.
Efficiency & Timeliness: Balances speed and accuracy in service delivery and reporting.
Collaboration: Works effectively with cross-functional teams in a fast-paced environment

Company Overview:

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

Medical, Dental & Vision Insurance
Flexible Spending Accounts
Short-Term and Long-Term Disability Insurance
Life Insurance
Paid Time Off & Holidays
Earned Bonuses & Awards
Professional Training Reimbursement
Paid Parking
Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability

Apply Now

Refine Your Search

call center qa analyst jobs in rockville, md

Contact Center Operations Manager

Call Center Report Analyst

Data Analyst (HQ)

Quality Assurance Analyst

Anthem Quality Analyst

Configuration Analyst SAP

Occupational Health RN Program Manager

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