Outreach Analyst

2 days ago

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Quantum Dynamics, Inc.

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Information Technology • Cyber Security • Logistics • Training • Business Development

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Description

• Provide high-quality customer service support for lead refinement and processing across multiple communication channels (phone, email, online chat). • Contact, screen, and refine leads according to Peace Corps qualifications, ensuring all leads meet current business rules before forwarding to Peace Corps Recruiters. • Assist with e-application processing, ensuring accuracy and completion of applications. • Respond to general inquiries from prospective applicants, providing only approved, up-to-date information in a professional manner. • Maintain comprehensive records of all interactions in the contact log system, ensuring compliance with reporting and documentation standards. • Meet established performance metrics, including response times for phone calls, emails, and chat inquiries, as outlined in the Performance Work Statement (PWS). • Support ongoing recruit sustainment operations by ensuring applicants remain engaged and informed throughout the application process. • Collaborate closely with the Program Manager to ensure all project goals and client expectations are met. • Conduct outreach via LinkedIn and Handshake platforms , ensuring engagement with potential volunteers and recruiting groups, and creating at least five outreach groups per week in line with the Peace Corps’ outreach requirements. • Manage online chat systems , responding to applicant inquiries in real-time and ensuring timely, professional responses via the chat platform. • Handle Returned Peace Corps Volunteers (RPCV) communications , managing outreach and sustainment efforts to ensure RPCVs are effectively engaged and informed. • Track and report lead thresholds , monitoring when lead availability drops below operational levels and notifying the Program Manager to ensure continued lead flow.

Requirements

• High school diploma or equivalent from an accredited educational institution. • At least one year of demonstrated experience in world-class customer service. • Must have or be willing to gain up-to-date knowledge of Peace Corps qualifications and business rules. • Strong verbal and written communication skills. • Ability to use Government-approved Customer Relationship Management (CRM) systems, telephony software, and data entry tools to track and manage lead interactions. • Must be able to meet Government background check requirements to obtain network access (e.g., NACI check).