<h3>Job Description</h3>
Job Description
Data Analyst – Call Center 
Reporting to: SVP, Digital Analytics
Department: BI Digital Analytics / Traveler Relations Center (Call Center)
Location: Boston, MA - hybrid
Position Summary
At Grand Circle Corporation, our mission is to change people’s lives through travel—and we believe that mission begins within our own teams. Our Traveler Relations Center (TRC) is the cornerstone of how we care for our travelers, and our Business Intelligence (BI) team plays a critical role in powering that care through data and insights.
We are a community built on emotional maturity, a willingness to take smart risks, and open and courageous communication. We believe in holding ourselves and each other accountable, sharing honest feedback, and learning through action. As a Data Analyst supporting the TRC, you will help us live these values by providing the analytical backbone for exceptional traveler experiences and a high-performing service culture.
The Data Analyst will act as a strategic liaison between the TRC and the Business Intelligence (BI) team, ensuring that operational challenges are addressed with data-driven insights and that analytics priorities align with business goals. This role will be critical in uncovering trends, optimizing performance, and empowering the TRC leadership with tools and reports that drive decision-making.
You will work cross-functionally with workforce management, quality assurance, training, and senior leadership to bridge day-to-day operational needs with long-term data strategy.
Key Responsibilities:
<ol>
<li>Data Analysis &amp; Reporting</li>
</ol>
<ul>
<li>Design and maintain dashboards, scorecards, and reports to track TRC KPIs (call volume, handle time, SLA adherence, CSAT/NPS, agent productivity, etc.).</li>
<li>Automate and optimize reporting processes to enable real-time performance monitoring.</li>
<li>Conduct root-cause analyses and proactively surface insights to guide team actions.</li>
<li>Create and maintain single-source-of-truth documentation that will be used as reference by technical and non-technical teams and underpin all reporting and analysis.</li>
</ul>
<ol>
<li>Cross-Functional Liaison &amp; Strategy</li>
</ol>
<ul>
<li>Serve as a data translator between TRC operations and BI stakeholders.</li>
<li>Partner with TRC leaders to understand/define and document key metrics and KPIs.</li>
<li>Communicate findings to both technical and non-technical audiences with clarity and impact.</li>
</ul>
<ol>
<li>Performance Optimization &amp; Forecasting</li>
</ol>
<ul>
<li>Support forecasting, scheduling, and staffing efforts using historical and real-time data.</li>
<li>Contribute to initiatives that improve traveler satisfaction, reduce inefficiencies, and enhance call deflection.</li>
<li>Collaborate with call QA and training teams to use data in performance coaching and process improvement.</li>
</ul>
Qualifications
<ul>
<li>Bachelor’s degree in Analytics, Statistics, Business, or a related field.</li>
<li>Minimum 5 years of experience in a data analytics role, with at least 3 years focused specifically on call center analytics.</li>
<li>Strong command of SQL and Excel; Experience designing relational data models and proficiency with BI/visualization tools such as Tableau, Looker, or Power BI.</li>
<li>Experience working with call center platforms (e.g., NICE, Genesys, Five9) and CRM systems (e.g., Salesforce) is a plus.</li>
<li>Ability to synthesize large, complex data sets into clear business insights.</li>
<li>Strong interpersonal and communication skills – able to partner effectively across teams and levels.</li>
<li>Demonstrated ownership mindset, intellectual curiosity, and a passion for continuous improvement.</li>
<li>Experience translating and documenting business critical processes and workflows to ensure alignment across all departments.</li>
<li>Experience with Snowflake and/or Python is a plus. </li>
</ul>
Benefits
<ul>
<li>50% Discount on GCC trips</li>
<li>Robust healthcare benefits, including medical, dental, vision, and flex spending accounts</li>
<li>Generous Paid time off (PTO)</li>
<li>Paid holidays throughout the year</li>
<li>Company-paid life insurance</li>
<li>Paid short- and long-term disability insurance</li>
<li>401K Retirement Savings account</li>
<li>Discounted auto and renters insurance</li>
<li>Volunteer and philanthropy opportunities to give back in Boston and where we travel</li>
<li>Casual dress code every day</li>
</ul>
Why Join Us
<ul>
<li>Join a mission-driven company that values data-informed decision-making at every level.</li>
<li>Make a visible impact on traveler experience and contact center excellence.</li>
<li>Be a part of a culture that embraces transparency, accountability, and bold thinking.</li>
</ul>

Data Analyst - Call Center

<h3>Job Description</h3>
Job Description
We are seeking a highly motivated and customer-oriented Bilingual Call Center Representative to join our team. As a Bilingual Call Center Representative, you will be responsible for providing exceptional customer service and support to our clients. This is a great opportunity for individuals who are fluent in both English and Spanish and have a passion for helping others.
Duties: - Answer incoming calls from customers and provide assistance in a professional and courteous manner - Handle customer inquiries, complaints, and provide appropriate solutions - Conduct data entry and maintain accurate customer records - Communicate effectively with customers, ensuring clear understanding of their needs - Analyze customer issues and escalate complex problems to the appropriate department for resolution - Follow company policies and procedures to ensure consistent service delivery - Provide product information to customers and promote additional services as needed - Maintain confidentiality of customer information
Experience: - Previous experience in a call center or customer service role is preferred - Strong phone etiquette skills with the ability to handle high call volumes - Bilingual proficiency in English and Spanish is required - Excellent communication skills, both verbal and written, in both languages - Ability to multitask and prioritize tasks effectively - Proficient in data entry and computer skills
If you are a motivated individual with excellent communication skills in both English and Spanish, we encourage you to apply for the position of Bilingual Call Center Representative. We offer competitive pay, comprehensive training, and opportunities for career advancement. Join our team today!
Job Types: Full-time, Contract
Salary: $20.04 - $21.13 per hour
Benefits:
<ul>
<li>401(k) matching</li>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Vision insurance</li>
</ul>
Schedule:
<ul>
<li>8 hour shift</li>
<li>Monday to Friday</li>
</ul>
Ability to Relocate:
<ul>
<li>Silver Spring, MD 20903: Relocate before starting work (Required)</li>
</ul>
Work Location: In person
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bV5s3zn5oV

Bilingual Call Center Analyst

<h3>Job Description</h3>
Job DescriptionCompany Description 
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description 
Visa Commercial Solutions is a world-class organization responsible for growing all flows between businesses and governments, from SMBs to the largest global corporations.&nbsp; The B2B Acceptance team has the responsibility for defining and executing the global B2B product vision for Visa's commercial merchant solutions.&nbsp; With 20T in untapped card-able spend, Visa is positioning itself to capture more than its fair share of this opportunity by focusing on improving the value proposition of card payments for B2B merchants.&nbsp; This includes developing services and capabilities that reduces friction in the payment process while offering an economic model where cost is commensurate with the value.
We are responsible for the commercialization of new and enhanced products and services, research and thought leadership, and product engagement with our issuing &amp; acquiring partners. &nbsp;The team serves financial institutions, processors, Fintech partnerships, and their downstream clients.&nbsp; We work collaboratively with Visa’s Merchant Services Accounts, B2B Partnerships&nbsp;and Commercial Sales organizations around the globe.
The Analyst, Call Center Operations is responsible for supporting the growth of Visa’s largest supplier outreach channel for B2B payments. This role will help to managing our call center vendor to drive incremental growth, process efficiency and innovation. &nbsp;It will also bring an opportunity to help drive global adoption of the supplier enablement outbound calling service, of products and services, and lend assistance to our Director, Call Center Strategy, to improve and expand our outbound calling channel to new markets. This an exciting new position, allowing the new Analyst, Call Center Operations to help execute our vision for how our services will evolve globally to meet client needs and drive adoption.
The ideal candidate will have experience working at a call center, or managing a call center. The position will be focused on helping improve our campaign results in our core North America market, re-establishing best practices and behaviors to drive the best results, and then will pay a crucial role in leading our global expansion into new markets. This will require helping to develop new metrics to measure call center results.&nbsp; In addition to sales and call center management experience, the ideal candidate will be familiar with commercial credit card products and their value proposition.
Essential Functions
<ul>
<li>The role of Analyst, Call Center Strategy will play a pivotal role in transforming Visa’s Supplier Enablement call center into a profit center that exceeds our issuing partners expectations in supplier enablement campaign results.</li>
<li>Help develop KPIs and metrics for Visa’s Supplier Enablement campaigns, where we partner with issuers to target merchants for Commercial Card products, selling acceptance on behalf of corporates looking to grow their Commercial Card programs.</li>
<li>Support management of our call center vendor responsible for conducting the outreach to suppliers to enable them for virtual card payments.</li>
<li>Drive process efficiency, results improvement and innovation with our partner, focused on leveraging Artificial Intelligence to streamline the outreach efforts and improve results.</li>
<li>Work with the Director of Supplier Enablement Strategy to execute on supplier enablement campaigns that exceed the expectations of our global issuer partners.</li>
<li>Support growth of our Supplier Enablement Services suite by presenting our campaign results, best practices and innovations to our expanding client base.</li>
</ul>
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications 
Basic Qualifications • 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications • 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) • Bachelor's Degree required, Master's preferred. Two years direct experience in commercial B2B payments space, preferably at a commercial bank. • Past experience or familiarity of inside sales teams in a call center environment. • Proven track record of managing a third party vendor relationship strongly preferred. • Data and analytical skills to develop measurements and success metrics to hold the call center and the agents accountable.
 Additional Information 
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel&nbsp;5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting.&nbsp; The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer.&nbsp; Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.&nbsp; Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 100,000.00 to 141,250.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Analyst- Call Center Strategy

<h3>Job Description</h3>
Overview: 
We’re looking for a Call Center Systems Analyst to join our Contact Center team in Syracuse, NY. In this role, you’ll manage and maintain data across our various Contact Center software applications and call management systems. You’ll serve as the technical liaison between application users and customer care stakeholders, ensuring smooth system performance and effective communication. This position also involves developing and maintaining reporting standards, as well as creating or supporting the creation of technical solutions that enhance our operations.
 Responsibilities:
<ul>
<li>Leverages knowledge of artificial intelligence (AI) tools and technologies to support Contact Center and Field initiatives, enhance process automation, and contribute to data-driven decision making</li>
<li>Provides ongoing support for Contact Center software applications: workforce management, on-call system, PBX/ACD, call recording and related processes</li>
<li>Provides ongoing support for the Company call management processes: hosted IVRs, service location telephone &amp; recording systems and automated prompts and announcements resident in those and central support telephone systems</li>
<li>Provides analysis of operations problems and coordinates implementation of corrective measures</li>
<li>Performs system administration on configurations, contact center agent system, telephone logons, agent skills, functions and team assignments</li>
<li>Consults with and assists in the data maintenance of field locations and on call personnel records</li>
<li>Analyzes and recommends system exploitation techniques and enhancement recommendations</li>
<li>Designs, tests and implements procedure additions and changes and assists in the documentation and communication of those and existing procedures</li>
<li>Mentors co-workers to develop knowledge of call center business applications</li>
<li>Develops current and future state process flow diagrams and related process documentation</li>
<li>Provides project management leadership for system upgrades and implementations</li>
<li>Reviews, analyzes, and evaluates requirements and proposes solutions for application customization requirements</li>
<li>Provides formal and informal application training</li>
<li>Performs testing functions including building test cases and plans, executing tests and reporting results</li>
<li>Ensures adherence to contact center standards, methods, policies and guidelines</li>
</ul>
Why join the Suburban Propane team? Because we care about the physical, mental, and financial wellbeing of our employees and provide them with competitive pay plus incentive potential and an outstanding benefits package including:
<ul>
<li>Medical, dental, and vision (eligibility after just 30 days of employment)</li>
<li>Paid time off that increases with tenure</li>
<li>A 401(k) with company match and immediate vesting</li>
<li>A new employee training program and many opportunities for continued learning and career development</li>
<li>Disability and life insurance</li>
<li>Employee recognition program</li>
<li>Generous tuition assistance program</li>
<li>Propane discounts</li>
</ul>
$62,354 – $65,000 (dependent on experience)&nbsp; &nbsp;
For eligibility, the number of days provided under our PTO plan, and other information about benefits please visit: <a href="https://jobs.suburbanpropane.com/benefits/" target="_blank">https://jobs.suburbanpropane.com/benefits/</a> .
 Qualifications:
<ul>
<li>Strong business analytical and documentation skills</li>
<li>Proficient in MS Word, Excel, Visio and Access</li>
<li>Excellent verbal and written communications skills</li>
<li>Ability to work in a fast-paced and dynamic environment</li>
<li>Experience assisting in the management and support of several platforms/systems throughout the Contact Center, in addition to assisting with ECE (i.e. Zoom, Avaya, Citrix, Outlook, CallMiner,etc.)</li>
<li>Possess the ability to communicate effectively with both business and technical staff and convey complex ideas both verbally and in written form</li>
</ul>
Suburban Propane Partners, L.P. ("Suburban Propane") is a publicly traded master limited partnership listed on the New York Stock Exchange.&nbsp; Headquartered in Whippany, New Jersey, Suburban Propane has been in the customer service business since 1928 and is a nationwide distributor of propane, renewable propane, renewable natural gas ("RNG"), fuel oil and related products and services, as well as a marketer of natural gas and electricity and producer of and investor in low carbon fuel alternatives, servicing the energy needs of approximately 1 million residential, commercial, governmental, industrial and agricultural customers through approximately 700 locations across 42 states.&nbsp; Suburban Propane is supported by three core pillars: (1) Suburban Commitment – showcasing Suburban Propane's nearly 100-year legacy, and ongoing commitment to the highest standards for dependability, flexibility, and reliability that underscores Suburban Propane's commitment to excellence in customer service; (2) SuburbanCares – highlighting continued dedication to giving back to local communities across Suburban Propane's national footprint; and (3) Go Green with Suburban Propane – promoting the clean burning and versatile nature of propane and renewable propane as a bridge to a green energy future and investing in the next generation of innovative, renewable energy alternatives.&nbsp; For additional information on Suburban Propane, please visit <a href="http://www.suburbanpropane.com" target="_blank">www.suburbanpropane.com</a>. 
It’s an amazing time to become a part of our team as we expand our national footprint and make strides toward a sustainable, clean energy future!
Applications will be accepted until the position is filled.
As part of our pre-employment hiring process, background checks and drug screens are performed.
For more information about our hiring process, please visit: <a href="https://jobs.suburbanpropane.com/our-hiring-process/" target="_blank">https://jobs.suburbanpropane.com/our-hiring-process/</a>
At Suburban Propane, we know that our strength comes from our diverse and inclusive team of employees who make a difference in the communities we serve across the country every day. All applicants for employment shall be considered without regard to race, religion, color, creed, national origin, citizenship or immigration status, ancestry, age, gender, sex, pregnancy, sexual orientation, gender identity, gender expression, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or any other classification protected by law.
In line with these values, Suburban Propane considers all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws. To that end, the Company welcomes such applicants in accordance with the California Fair Chance Act, the Los Angeles City Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and the San Francisco Fair Chance Ordinance. Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: <a href="https://www.phila.gov/documents/fair-chance-hiring-law-poster" target="_blank">https://www.phila.gov/documents/fair-chance-hiring-law-poster</a>

Call Center Systems Analyst

<h3>Job Description</h3>
Call Center Performance Analyst
 
Only Chicagoland Candidates will be considered.
 
About Montway
Montway Auto Transport is one of the leaders in the U.S. Auto Transport industry. Recently recognized by Inc. Magazine as one of the top 5000 fastest-growing businesses nationwide and earned the ‘Great Place to Work” certification, Montway leverages innovative logistics solutions and personalized customer service to provide fast and reliable consumer experiences. Montway has safely shipped +1,500,000 vehicles and strives to deliver a 5-star experience with peace-of-mind transport. We’re looking for forward-thinking individuals who enjoy working in fast-paced, collaborative environments.
 
We are seeking a Call Center Operations Performance Analyst to join our growing Customer Experience team. This role is ideal for someone who thrives in a data-driven environment and is passionate about improving performance and optimizing customer interactions.
 
About the Role
As a Call Center Operations Performance Analyst, you will serve as a strategic partner to leadership, using insights to drive operational efficiency, enhance agent performance, and improve customer satisfaction. You will gather and interpret data from multiple sources to evaluate KPIs, develop reports, and identify improvement opportunities across both internal and outsourced call center operations.
 
Key Responsibilities
<ul>
<li>Data Collection &amp; Analysis: Aggregate and analyze data from call recordings, customer interactions, operational reports, and agent performance metrics.</li>
<li>Performance Monitoring: Track and report on KPIs including call volume, average handle time, customer satisfaction (CSAT / NPS), first-call resolution, quality assurance scores, and agent productivity.</li>
<li>Customer Experience Optimization: Analyze trends in customer feedback to inform strategies that reduce agent effort and enhance overall service.</li>
<li>Reporting &amp; Communication: Prepare clear, actionable reports and presentations to guide operational decisions. Communicate findings to leadership and cross-functional stakeholders.</li>
<li>Vendor &amp; Internal Collaboration: Partner with both internal teams and external third-party partners to identify performance gaps and implement improvements.</li>
<li>Technology &amp; Tools: Leverage tools such as Tableau, Power BI, Salesforce, or other platforms (Dialpad) to build dashboards and support real-time performance tracking.</li>
</ul>
 
Qualifications
<ul>
<li>3–5 years of experience in call center performance analysis or customer operations analytics</li>
<li>Strong analytical mindset with a keen ability to interpret data and develop actionable insights</li>
<li>Hands-on experience with data visualization and reporting tools (e.g., Tableau, Power BI, Salesforce, Google Sheets)</li>
<li>Deep understanding of call center operations, including routing, queue management, KPIs, and service best practices</li>
<li>Excellent communication skills, both verbal and written, with the ability to translate data into strategic insights</li>
<li>Strong collaboration skills with a track record of working cross-functionally across operations, support, and vendor management teams</li>
</ul>
 
What We Offer
<ul>
<li>Competitive compensation aligned with market and performance</li>
<li>Comprehensive health, dental, and vision insurance</li>
<li>Company-paid life insurance</li>
<li>401(k) with matching</li>
<li>Paid time off, including vacation, sick days, and company holidays</li>
<li>Opportunities for career development and internal advancement</li>
<li>A collaborative, team-oriented culture that values innovation and efficiency</li>
<li>Hybrid Model (3 Days in office)</li>
</ul>

Call Center Performance Analyst

<h3>Job Description</h3>
Job Description
We are seeking a highly motivated and customer-oriented Bilingual Call Center Representative to join our team. As a Bilingual Call Center Representative, you will be responsible for providing exceptional customer service and support to our clients. This is a great opportunity for individuals who are fluent in both English and Spanish and have a passion for helping others.
Duties: - Answer incoming calls from customers and provide assistance in a professional and courteous manner - Handle customer inquiries, complaints, and provide appropriate solutions - Conduct data entry and maintain accurate customer records - Communicate effectively with customers, ensuring clear understanding of their needs - Analyze customer issues and escalate complex problems to the appropriate department for resolution - Follow company policies and procedures to ensure consistent service delivery - Provide product information to customers and promote additional services as needed - Maintain confidentiality of customer information
Experience: - Previous experience in a call center or customer service role is preferred - Strong phone etiquette skills with the ability to handle high call volumes - Bilingual proficiency in English and Spanish is required - Excellent communication skills, both verbal and written, in both languages - Ability to multitask and prioritize tasks effectively - Proficient in data entry and computer skills
If you are a motivated individual with excellent communication skills in both English and Spanish, we encourage you to apply for the position of Bilingual Call Center Representative. We offer competitive pay, comprehensive training, and opportunities for career advancement. Join our team today!
Job Types: Full-time, Contract
Salary: $20.04 - $21.13 per hour
Benefits:
<ul>
<li>401(k) matching</li>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Vision insurance</li>
</ul>
Schedule:
<ul>
<li>8 hour shift</li>
<li>Monday to Friday</li>
</ul>
Ability to Relocate:
<ul>
<li>Silver Spring, MD 20903: Relocate before starting work (Required)</li>
</ul>
Work Location: In person

<h3>Job Description</h3>
Job Description
Description
The Customer Service department’s Quality Assurance (QA) team is responsible for evaluating recorded customer service and mechanical claim phone calls to ensure phone agents are following established procedures and delivering high-quality customer service. The job includes reviewing both audio and screen recordings to verify that conversations and system interactions align with our department goals. The ideal candidate will have strong attention to detail, technical aptitude, and a collaborative mindset. Reliability and openness to feedback are critical, especially during onboarding and calibration periods.
• Conduct quality reviews of recorded phone calls and onscreen activities for both Customer Service and Mechanical Claims agents, 15 per day.
• Assess agent performance based on process adherence, information accuracy, and customer service standards.
• Document findings using established QA scorecards and feedback methods.
• Participate in QA team calibration sessions to ensure scoring consistency.
• Meet and maintain all work productivity expectations and quotas both in-office and remotely.
Skills &amp; Qualifications
• At least 1 year of experience in a QA role, in a call center setting.
• Strong attention to detail and the ability to identify process deviations
• Basic technical proficiency, including comfort with reviewing multimedia recordings and navigating internal systems.
• Reliable attendance and punctuality; must consistently adhere to the assigned work schedule.
• Strong communication skills and the ability to accept and apply feedback.
• Self-motivated and capable of maintaining productivity while working independently.
• Must have a dedicated home workspace, free from distractions, on the days they work from home.
Pay and Benefits
The pay range for this position is $19.00 - $21.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
 • Medical, dental &amp; vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life &amp; AD&amp;D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Earth City,MO.
Application Deadline
This position is anticipated to close on Sep 5, 2025.
h4&gt;About TEKsystems: 
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. 
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Quality Assurance Analyst - Call Center

<h3>Job Description</h3>
Job Description
ROLE: Computer User Support Specialist/Call Center Analyst 2
25 open seats
REQUIRED: 
<ul>
<li>ELIGIBILITY FOR FAVORABLE U.S. DHS SUITABILITY INVESTIGATION </li>
</ul>
<ul>
<li>Minimum of three (3) years’ experience in supporting information technology IT service desk</li>
<li>Ability to work onsite as needed at one of three GOV locations in Arlington, VA OR in Pensacola, FL.</li>
<li>ABILITY TO COVER ONE OF THREE SHIFTS to support 24x7x365 IT Support:
<ul>
<li>DAY SHIFT: M-F 0700-1530 ONSITE GOV location; SAT-SUN Alternate Worksite</li>
<li>EVE SHIFT: MON-SUN 1500-2330 Alternate Worksite</li>
<li>NIGHT SHIFT: MON-SUN 2300-0730 Alternate Worksite</li>
</ul>
</li>
</ul>
 
RESPONSIBILITIES: 
<ul>
<li>TICKET MANAGEMENT: Service Desk analysts shall answer calls promptly to receive, record, process, manage, track, update, resolve, and close all requests for service, incidents, and fulfillment. </li>
</ul>
DESCRIPTION:
Constellation West is a 29-year WOSB and Prime Federal Contractor awaiting award for IT support work for CISA's Technical Operations Center.
 
ABOUT US: 
Constellation West is an award-winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances. 
Constellation West strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference! 
Benefits include but are not limited to: 
• Competitive 401(k) plan with employer matching 
• Competitive Health Benefits with employer contributions 
• 11 Paid Holidays per year 
• 15 Days starting PTO for new hires 
• Tuition/CE reimbursement 
• Relocation Assistance 
• Pre-Tax Commuter Benefit Accounts 
• STD/LTD/Life Insurance with buyup options 
• Veteran Hiring Preference 
• Conversion to an Employee-owned firm (ESOP) in 2026—a lucrative benefit to employee-owners! 
We are an Equal Opportunity Employer 
Constellation West is proud to be an EEO/AA employer M/F/D/V 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Constellation West will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 
APPLY HERE TODAY 
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Computer User Support Specialist/Call Center Analyst 2

<h3>Job Description</h3>
Category : Quality Assurance 
About TP
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include:
<ul>
<li>Paid Training</li>
<li>Competitive Wages</li>
<li>Full Benefits (Medical, Dental, Vision, 401k and more)</li>
<li>Paid Time Off</li>
<li>Employee wellness and engagement programs&nbsp;</li>
</ul>
TP and You 
Through a balanced&nbsp;high-tech and&nbsp;high-touch&nbsp;approach&nbsp;blended with&nbsp;deep&nbsp;industry and geographic expertise, we&nbsp;make people's lives&nbsp;simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the&nbsp;best in all that we do. You will become a key contributor in making that happen.
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!
Purpose
Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly&nbsp; 
This position is 100% onsite in McAllen, Texas. Work at home is not available for this position.
Your Responsibilities
<ul>
<li>Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard </li>
<li>Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support </li>
<li>Complete all work assignments within deadlines given </li>
<li>Attend TP and client meetings and functions as assigned </li>
<li>Maintain a set work schedule allowing for flexibility based on business needs </li>
<li>Host and facilitate internal, external or QA team calibrations to track results and attendance </li>
<li>Quality Assurance CSAT calibration process with clients, monitoring services and the operation </li>
<li>Ensure value added CSAT analytics, methods and practices are provided to operation </li>
<li>Client interaction as it relates to CSAT analytics, methods, and processes </li>
<li>Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client) </li>
<li>Support supervisor teams with representative quality execution Support supervisor teams in calibration session </li>
<li>Support new hire quality training and transition </li>
<li>Participate in any new policy training to ensure all policies are understood </li>
<li>Ensure all QA Analyst reporting, and communication requirements are met </li>
<li>Thrive as a team player in a fast paced, high energy, change oriented environment </li>
<li>Perform other duties as assigned by supervisor or other members of management </li>
<li>Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately</li>
</ul>
Qualifications
<ul>
<li>Must be at least 18 years old </li>
<li>Previous call center experience with four (4) or more of the following:
<ul>
<li>Bachelor’s degree or equivalent experience </li>
<li>6 plus months experience as an inbound call center customer service representative </li>
<li>6 plus months experience as a mentor, trainer, or acting supervisor </li>
<li>6 plus months of previous quality assurance experience </li>
<li>Analytical and problem-solving skills
<ul>
<li>Ability to analyze and identify agent trending </li>
<li>Ability to assess individual and team performance </li>
</ul>
</li>
<li>Strong written and verbal communications skills </li>
<li>Strong leadership skills </li>
<li>Highly productive </li>
<li>Excellent organizational and time management skills </li>
<li>Excellent verbal and written communications skills </li>
<li>High level of expertise in company and client policies, tools, applications, and practices </li>
<li>Experience with creating or compiling reports using various sources of data </li>
<li>Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans </li>
<li>Must be extremely articulate and present a professional image as this position will have contact with clients and other departments </li>
<li>Experience with standard business applications including MSOffice (Excel experience a must) </li>
<li>Strong team building and leadership skills focused on production-oriented goals </li>
<li>Able to manage multiple priorities in an ever-changing environment </li>
<li>Internal knowledge of TPUSA CSAT analytics processes </li>
<li>Excellent attendance history is required </li>
<li>Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks</li>
</ul>
</li>
</ul>

Soft Skills
<ul>
<li>Process Excellence</li>
<li>Collaboration</li>
<li>Communication</li>
<li>Emotional Intelligence</li>
<li>Open-Mindedness</li>
<li>Critical Thinking</li>
<li>Solution Orientation</li>
<li>Entrepreneurship</li>
<li>AI Proficiency</li>
<li>Data Literacy&nbsp;</li>
</ul>
Be Part of Our TP Family
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.&nbsp;We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.&nbsp;We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.&nbsp;We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
TP is an Equal Opportunity Employer

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