Project Support Analyst

The Project Support Analyst is responsible for ensuring high-quality service delivery across all customer interactions and operational processes. This role combines quality assurance, performance analysis, and operational support to identify process improvements, enhance agent performance, and maintain compliance with service standards and KPIs. The analyst partners closely with QA, Training, and Operations teams to drive continuous improvement.

Requirements

• Active Secret Clearance (2+ years)
• Bachelor’s degree in Business, IT, or related field preferred
• 2–4 years in service desk, contact center, or customer support
• 1–2 years in QA, operations support, or performance analytics role preferred
• Proficient with ticketing systems (e.g., ServiceNow, Salesforce, Zendesk)
• Proficient with Remote desktop systems (AWS, Azure, Citrix, VMWare)
• Strong Excel or reporting skills
• Knowledge of QA frameworks and performance metrics

Benefits

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off
• Professional Training Reimbursement