Quality Analyst - Mid-Level

Overview

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.

• Quality Governance & QCP Ownership:
  Develop, maintain, and execute the Quality Control/Assurance Plan (QCP) covering sampling strategy, scoring, calibration, documentation standards, remediation, and reverification.
• Quality Governance & QCP Ownership:
  Ensure the QCP fully aligns to the PWS/QASP, including surveillance methods, acceptance criteria, evidence requirements, and change control.
• Quality Governance & QCP Ownership:
  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.
• Performance Monitoring & Analytics:
  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).
• Compliance, Surveillance & Audit Readiness:
  Coordinate internal audits and readiness reviews; document gaps, implement corrective actions, and verify sustained improvement.
• Compliance, Surveillance & Audit Readiness:
  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.
• Calibration, Coaching Enablement & Knowledge Integrity:
  Partner with Supervisors/Training to convert QA findings into targeted coaching, micro-learnings, and updates to knowledge articles/scripts.
• Calibration, Coaching Enablement & Knowledge Integrity:
  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.
• Stakeholder Engagement & Executive Reporting:
  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.
• Tools, Data, & Automation:
  Collaborate with WFM and IT to ensure data integrity (definitions, time frames, filters) across reporting sources (ACD/IVR/CRM).

• 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.

• Experience supporting government contracts and working within PWS-driven environments and Government surveillance frameworks.
• Familiarity with quality frameworks (scorecard design,…