Business Analyst
$75,000–$80,000 year
On-siteFredericksburg, Virginia, United States
Job Summary
Monitor contract performance, service level agreements, and key performance indicators for USDA Rural Development loan servicing operations. Collect, analyze, and report operational data including call volume trends, case resolution metrics, and productivity measures to executive leadership. Develop dashboards, program reports, and executive briefings while tracking deliverables, milestones, and action items to ensure timely and compliant contract execution. Coordinate with Operations, Training, Quality Assurance, and IT teams to identify risks, process gaps, and performance improvement opportunities. Support audit readiness activities by maintaining documentation, tracking corrective actions, and ensuring compliance with federal requirements. Conduct root cause analysis on performance issues and provide data-driven recommendations. Maintain configuration control of program documentation, standard operating procedures, and reporting templates. Assist in workforce planning analysis including staffing trends, call forecasts, and workload distribution assessments.
Required Qualifications
- U.S. Citizenship or Permanent Resident status
- Ability to obtain and maintain a USDA Public Trust background investigation
- Bachelor's degree in Business, Public Administration, Finance, or a related field
- 3–5 years of experience in program analysis, business analysis, or Executive level PMO support
- Experience supporting call center operations, financial services, mortgage servicing, or government loan programs
- Strong analytical skills with experience interpreting operational and performance data
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
- Experience with reporting tools and data visualization platforms
- Experience tracking KPIs, SLAs, risk registers, and performance metrics within a structured PMO environment
- Familiarity with federal contract reporting requirements and compliance standards
- Strong written and verbal communication skills with the ability to brief leadership and stakeholders
Desired Qualifications
- Experience supporting call center operations, financial services, mortgage servicing, or government loan programs preferred
- Familiarity with federal contract reporting requirements and compliance standards preferred
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