Sr Analyst, Operations and Quality

Job Description
Provides contact/service center operations and quality expertise to assigned programs
1. Provides analytical and technical support to projects involving quality, training, operational documentation, forecasting, performance assessment, or other efforts requiring service center operations expertise.
2. Researches, identifies, and makes recommendations about resources required for operational delivery.
3. Gathers, processes, and analyzes operational and quality data - producing a variety of reports for internal and external consumption.
4. Drives performance improvement activities related to both service quality and efficiency.
5. Assists with service monitoring as well as the testing and development of new systems or updates to existing systems to meet client needs.
6. Identifies and recommends emergent relevant technologies that may result in improvements to current processes.
7. Writes and updates project documentation including system procedures, presentations, and training materials.
8. May provide guidance and work leadership to less-experienced staff.
9. Maintains current knowledge of relevant technologies and subject areas.
10. Participates in special projects as required.
Education
Bachelors Degree in a related discipline, or the equivalent combination of education, professional training, or work/military experience.
Qualifications
5-8 years of related experience supporting service center operations with some directly supporting quality.
Strong analytical capabilities required, including basic understanding of statistics and Microsoft Excel Proficiency. Excel mastery preferred.
Demonstrated record driving performance improvement and excellence.
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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