Quality Analyst - Mid-Level

Quality Analyst Position

The Department of Homeland Security (DHS) Immigrations and Customs Enforcement (ICE) National Coordination Center (NCC) will serve as a centralized operations and call center dedicated to supporting DHS ICE 287(g) partners and ERO programs. The NCC will provide comprehensive services to respond to inquiries and requests for support, ensuring timely and expanded logistical assistance for law enforcement. Additionally, the NCC will enhance access to intelligence and immigration information for state and local 287(g) partners.

Position Description: The Quality Analyst (QA) is responsible for monitoring, evaluating, and improving the quality of customer interactions across inbound and outbound channels. As a key contributor to operational excellence and partner satisfaction, this role ensures adherence to standard operating procedures (SOPs), protocols, and performance standards defined by the Performance Work Statement (PWS). The QA partners with operations, training, workforce management, and leadership to drive continuous improvement and to prepare for Government quality assurance surveillance activities.

Requirements:

• Quality Governance & QCP Ownership:
• Develop, maintain, and execute the Quality Control/Assurance Plan (QCP) covering sampling strategy, scoring, calibration, documentation standards, remediation, and reverification.
• Ensure the QCP fully aligns to the PWS/QASP, including surveillance methods, acceptance criteria, evidence requirements, and change control.
• Maintain auditable QA records (evaluations, artifacts, corrective actions, validations) and ensure version control and traceability.
• Performance Monitoring & Analytics:
• Build and deliver recurring analytics (daily/weekly/monthly) with drill-downs by line of business, analyst level, queue, and issue type; identify root causes and quantify impact.
• Translate insights into prioritized recommendations that balance customer experience, compliance, and operational efficiency.
• Compliance, Surveillance & Audit Readiness:
• Prepare and present evidence for Government quality assurance surveillance, demonstrating adherence to PWS performance standards and any Service Level Agreements (SLAs).
• Coordinate internal audits and readiness reviews; document gaps, implement corrective actions, and verify sustained improvement.
• Ensure compliance with SOPs, scripts, policy/regulatory requirements, data privacy, confidentiality, and records management.
• Calibration, Coaching Enablement & Knowledge Integrity:
• Lead cross-functional calibration sessions to preserve inter-rater reliability; refine scorecards and definitions as program needs evolve.
• Partner with Supervisors/Training to convert QA findings into targeted coaching, micro-learnings, and updates to knowledge articles/scripts.
• Track remediation efficacy with before/after results and confirm changes through evaluation.
• Stakeholder Engagement & Executive Reporting:
• Provide concise, decision-ready updates to Program Leadership and Government stakeholders on risk, trendlines, SLA exposure, and remediation progress.
• Create dashboards and narratives that tie performance to contractual obligations, customer outcomes, and operational levers.
• Tools, Data, & Automation:
• Administer or partner on QA platforms, call recording/screen capture, and speech/text analytics to scale insights.
• Collaborate with WFM and IT to ensure data integrity (definitions, timeframes, filters) across reporting sources (ACD/IVR/CRM).

Required Skills:

• 3 Years of experience and Bachelors Degree
• Government Contracting Context: Demonstrated experience aligning QA practices to PWS/QASP frameworks and supporting Government surveillance/audits.
• Quality Expertise: Proven capability in scorecard design, sampling strategies, calibration leadership, inter-rater reliability, and corrective action management.
• Analytics: Advanced analysis of contact center KPIs (talk/wrap-up, wait time, capture rate, QA scores, FCR, adherence) with clear, actionable storytelling.
• Tool Proficiency: Strong Excel/Sheets; familiarity with Power BI/Tableau.
• Process & Documentation: Strong SOP literacy; ability to produce audit-ready artifacts, dashboards, and executive summaries.
• Communication: Excellent verbal/written communication with the ability to brief senior stakeholders succinctly.
• Compliance & Privacy: Understanding of data protection, confidentiality, and records management in a federal program context.

Preferred Skills:

• Experience supporting government contracts and working within PWS-driven environments and Government surveillance frameworks.
• Familiarity with quality frameworks (scorecard design, SIPOC, PDCA, DMAIC-lite, or similar continuous improvement approaches).
• Exposure to knowledge management practices and content governance for call scripts and FAQs.
• Basic understanding of workforce management (forecasting, scheduling) to contextualize QA insights.
• Experience with speech/text analytics tools to scale qualitative insights.

Soft Skills:

• Analytical & Objective: Data-driven, fair, and consistent in evaluations.
• Detail-Oriented: Meticulous about accuracy, documentation, and compliance.
• Coaching Mindset: Diplomatic, constructive feedback that builds capability and trust.
• Collaboration: Works effectively with supervisors, trainers, WFM, and leadership.
• Adaptability: Comfortable with evolving standards, policy changes, and new procedures.
• Resilience & Judgment: Stays calm under pressure, manages competing priorities, and exercises sound judgment with sensitive information.

Benefits SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance