Data Analyst

Summary

Join Quantum Dynamics, Inc. as a Data Analyst and provide world-class customer service support for lead refinement and processing across multiple communication channels. Analyze operations to maximize target market penetration while remaining flexible to customer requirements.

Requirements

• Minimum Education: High school diploma or equivalent from an accredited educational institution
• Experience: At least one year of demonstrated experience in world-class customer service. Ideal candidates are Returned Peace Corps Volunteers (RPCV), although this is not required
• Knowledge of Peace Corps Programs: Must have or be willing to gain up-to-date knowledge of Peace Corps qualifications and business rules
• Communication Skills: Strong verbal and written communication skills. Must be able to respond promptly and professionally to inquiries
• Technical Proficiency: Ability to use Government-approved Customer Relationship Management (CRM) systems, telephony software, and data entry tools to track and manage lead interactions
• Government Network Access: Must be able to meet Government background check requirements to obtain network access (e.g., NACI check)

Responsibilities

• Provide high-quality customer service support for lead refinement and processing across multiple communication channels (phone, email, online chat)
• Contact, screen, and refine leads according to Peace Corps qualifications, ensuring all leads meet current business rules before forwarding to Peace Corps Recruiters
• Assist with e-application processing, ensuring accuracy and completion of applications
• Respond to general inquiries from prospective applicants, providing only approved, up-to-date information in a professional manner
• Maintain comprehensive records of all interactions in the contact log system, ensuring compliance with reporting and documentation standards
• Meet established performance metrics, including response times for phone calls, emails, and chat inquiries, as outlined in the Performance Work Statement (PWS)
• Support ongoing recruit sustainment operations by ensuring applicants remain engaged and informed throughout the application process
• Collaborate closely with the Program Manager to ensure all project goals and client expectations are met
• Generate detailed reports on lead performance metrics , including total contact attempts, contact success rates, response times, time trend analysis, and lead outcomes. Ensure all reporting is compliant with Peace Corps standards and submitted on time
• Track the status of all leads in real-time and ensure that follow-up actions are completed within the specified timeframes. Monitor lead thresholds and notify management when the lead count drops below operational thresholds
• Utilize Government-approved CRM systems and data analysis tools to manage and track leads, monitor performance metrics, and generate actionable insights. Ensure data integrity and consistency across all reporting platforms
• Ensure compliance with Peace Corps data security policies , including handling sensitive applicant information in accordance with government-mandated data privacy and security regulations

Benefits

Work Location: This is a fully remote position