Job Title: Management Analysts
Location: Espanola, NM
Employer: 4Consulting, Inc
Position Type: Full Time
Worksite: Remote
Position Summary
4Consulting, Inc is seeking a qualified Management Analysts to support technology consulting, application development, systems analysis, testing, data management, cybersecurity, infrastructure, or project delivery services for client projects. The selected candidate will perform duties consistent with the client’s project requirements and company delivery standards.
Essential Duties and Responsibilities
The candidate will be responsible for:
- Develop, implement, and maintain comprehensive Quality Assurance Plans defining evaluation criteria, sampling strategies, review schedules, calibration processes, remediation procedures, governance, and reporting standards.
- Lead and supervise QA analysts conducting quality reviews of calls, chats, emails, document processing, application processing, and related operational workflows; ensure consistent scoring and evaluation practices.
- Analyze quality metrics, operational data, customer sentiment, and root causes; prepare monthly QA reports, dashboards, executive presentations, and corrective action plans to improve performance.
- Partner with clients, supervisors, and operational leaders to communicate findings, facilitate calibration sessions, develop coaching and performance improvement strategies, and implement quality enhancements.
Minimum Qualifications
The position requires:
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Education
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Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or related field, or equivalent combination of education and experience.
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Experience
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7+ years in Quality Assurance, including 3+ years leading QA teams in contact center, customer service, or operations environments.
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Technical Skills
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Quality Assurance Program Management, QA Scorecard Development, Quality Monitoring, Contact Center Analytics, Quality Data Analysis, Calibration and Evaluation, Root Cause Analysis, Executive Reporting and Dashboards, Corrective Action Planning
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Business / Domain Skills
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- Experience supporting contact center quality assurance and customer service operations, including call handling, chat and email interactions, application processing, document processing, and associated business workflows.
- Experience supporting Health Benefit Exchanges (HBE), Medicaid, healthcare payer operations, eligibility and enrollment programs, or other government benefits environments involving regulated processes and compliance requirements.
- Experience establishing and evaluating service quality standards, operational performance metrics, policy adherence, business rules, customer satisfaction, first-contact resolution, and escalation management.
- Experience leading quality governance, calibration, coaching, remediation, and continuous improvement initiatives across customer-facing and back-office operations while coordinating with clients, supervisors, and operational stakeholders.
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Communication
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Ability to communicate with technical and business stakeholders.
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Documentation
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Ability to prepare project documentation, status updates, and deliverables.
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Work Authorization
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Must be legally authorized to work in the United States. Sponsorship may be considered where permitted by company policy and project requirements.
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Certification Required
None
Travel Required
None
Supervisory Role
No
Preferred Qualifications
- Experience with healthcare, Medicaid, HBE, or government benefits programs.
- Experience with Amazon Connect, Contact Lens, and AI-powered quality monitoring.
- Strong leadership, communication, analytical, and client management skills.
Equal Employment Opportunity Statement
4Consulting, Inc is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, citizenship status, immigration status where protected by law, or any other legally protected status. All candidates will be evaluated based on job-related qualifications, experience, skills, availability, and ability to perform the essential duties of the position.
