Quality Assurance Analyst

Job Family:

Travel Required:

Clearance Required:

What You Will Do:

• Play a key role in implementation of key federal health programs

• Develop quality assurance plans to monitor performance of several contracts

• Implement quality assurance plans, including conducting audits on call centers, policy operations, and other large projects

• Advise clients and internal stakeholders on performance improvement opportunities and help develop remediation plans

• Develop innovative new capabilities to meet business requirements utilizing industry best practices

• Contribute to business development opportunities including proposals, white papers, prototypes, and capture activities

What You Will Need:

• Bachelor's Degree

• Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST" Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.

• Minimum 3 (THREE) years of professional work experience

• Experience conducting call audits, analyzing customer feedback, and supporting continuous improvement.

• Preference will be given to candidate's located within the DC Metropolitan area.

What Would be Nice To Have:

• Experience working with federal health agencies, especially Health and Human Services, Health Resources and Services Administration (HRSA), and the Organ Procurement and Transplantation Network (OPTN)

• Familiarity with federal performance standards and customer experience metrics. Ability to collaborate across teams to implement corrective actions and elevate service
  quality.

• Experience developing and implementing quality assurance protocols for public-facing customer service programs.

• Subject matter knowledge of federal health policy, technology environments, patient safety, and/or operating large contact centers

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave and Adoption Assistance

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Student Loan PayDown

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

• Mobility Stipend

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or [email protected].  Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.  Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact [email protected]. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.