Customer Service Analyst Sr

Do you crave a career that truly makes an impact in people’s lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day

Leidos QTC Health Services is seeking a Customer Experience Analyst on our Customer Experience team. You will focus on defining the desired customer experience through customer and market insight, optimizing customer service through continuous process and technology advancement, leveraging technology and digital solutions to support customer strategy, and identifying and resolving root cause performance issues that contribute to customer dissatisfaction. This position will serve as a subject matter expert for translating industry best practices into scalable solutions for LQTC’s customers, spearheading customer experience projects and initiatives with IT and operational professionals.

Primary Responsibilities:

• Collaborate with CX team, Operational teams and customers to understand their business challenges and develop recommendations for digital and innovative solutions to address their business needs
• Lead the planning and execution efforts for advancing LQTC’s customer experience capabilities (e.g. personnel training, dashboard development, design sessions/workshops, customer focus groups, etc.)
• Develop and/or lead inter-department project teams engaged in problem identification and solution generation/implementation; develop and implement product UATs
• Analyze qualitative and quantitative research data, business goals, and requirements; use analysis to form the basis of recommendations and solution design
• Monitor the quality of work products and advise operations on improving work streams and individual/ team CX performance and competencies
• Develop strong working relationship with customer service organizations and systems owners
• Stay abreast of CX trends and innovations to recommend improvements to LQTC’s CX function
• Perform other duties and responsibilities as assigned

Required Qualifications:

• Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education
• Minimum of 4 years of relevant experience ideally in the market research or customer experience space
• Experience with contact center platforms such as AWS Connect, Calabrio, Verint, or Nice, highly desirable
• Experience with Tableau highly desirable
• Must be able to pass a federal background check and/or obtain and maintain additional clearances as specified by the contract (e.g., NACI, PIV, SMS, TMS).

Preferred Qualifications:

• 3 years of contact center customer service representative experience

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation and Benefits

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations. 

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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