Call Center Quality and Process Improvement Intern

Overview

About M.C. Dean

M.C. Dean is *Building Intelligence®.*We design, build, operate, and maintain cyber-physical solutions for the nation’s most recognizable mission critical facilities, secure environments, complex infrastructure, and global enterprises. The company’s capabilities include electrical power systems, electronic security, telecommunications, life safety, automation and controls, audio visual, and IT systems. M.C. Dean is headquartered in Tysons, Virginia and employs more than 9,000 professionals who engineer and deploy automated, secure, and resilient power and technology systems; and deliver the management platforms essential for long-term system sustainability.

Why Join Us?

Our people are passionate about engineering innovation that improves lives and drives impactful change. Guided by our core values—agility, expertise, and trust—we foster a collaborative and forward-thinking work environment.  At M.C. Dean, we are committed to building the next generation of technical leaders in electrical, engineering, and cybersecurity industries.

M.C. Dean is seeking a motivated and detail-oriented Call Center Quality and Process Improvement Intern to support the evaluation and improvement of call center policies, procedures, and quality-control practices. This internship provides an opportunity to gain practical experience in operational analysis, quality assurance, process documentation, and continuous improvement. The intern will review current call center procedures and quality-control methods, identify inconsistencies or improvement opportunities, and develop recommendations to strengthen service quality, accuracy, efficiency, and compliance.

Responsibilities

Key Responsibilities

• Review existing call center policies, procedures, work instructions, reference materials, and supporting documentation.
• Evaluate whether current documentation is accurate, complete, consistent, easy to understand, and aligned with actual call center operations.
• Identify outdated, duplicated, conflicting, or missing policies and procedures.
• Compare written procedures with current operational practices to identify process gaps.
• Recommend improvements to policies, procedures, workflows, templates, and documentation standards.
• Assist with reorganizing and standardizing call center documentation so information is easier for employees to locate and follow.
• Review current quality-control practices, evaluation criteria, scorecards, reporting methods, and feedback processes.
• Analyze quality-control findings to identify recurring errors, process weaknesses, training needs, and operational trends.
• Recommend improvements to quality-control standards, review methods, scoring criteria, reporting, and follow-up activities.
• Assist with developing or updating quality-assurance checklists, audit tools, evaluation forms, and performance-reporting templates.
• Review a sample of calls, tickets, records, or other work products to evaluate compliance with established procedures and quality expectations.
• Organize findings and present recommendations to call center leadership.
• Help prioritize recommendations based on operational impact, urgency, feasibility, and available resources.
• Support the development of corrective actions, process improvements, and employee training materials.
• Assist with measuring the effectiveness of implemented improvements.
• Maintain accurate records of reviews, findings, recommendations, and completed work.
• Handle customer, employee, and company information appropriately and maintain confidentiality.
• Participate in meetings with call center leadership and team members to understand current processes and operational challenges.
• Perform other related duties as assigned.

Potential Internship Projects

• Conduct an inventory and gap analysis of current call center policies and procedures.
• Develop a standardized format for policies, procedures, and work instructions.
• Recommend a structure for organizing call center documentation and knowledge resources.
• Evaluate the current quality-control scorecard and recommend improvements.
• Analyze recurring quality errors and identify possible root causes.
• Develop a quality-control tracking and reporting tool.
• Create recommendations for improving coaching, feedback, and follow-up processes.
• Assist with updating training materials based on quality-control findings.
• Develop a process for regularly reviewing and maintaining call center documentation.

What Success Looks Like

A successful Call Center Quality and Process Improvement Intern will provide clear, well-supported recommendations that help improve the accuracy, consistency, usability, and effectiveness of call center policies, procedures, and quality-control practices. The intern will demonstrate strong attention to detail, sound judgment, professional communication, and the ability to turn observations and data into practical improvement opportunities.

Qualifications

Required Qualifications

• Currently pursuing or recently completed a degree or certificate program in business administration, operations management, quality management, communications, data analytics, information systems, organizational development, or a related field.
• Strong written communication, research, and analytical skills.
• Excellent attention to detail and organizational ability.
• Ability to review detailed information and identify inconsistencies, gaps, and improvement opportunities.
• Ability to organize findings and communicate recommendations clearly.
• Basic proficiency with Microsoft Word, Excel, PowerPoint, Teams, and other web-based collaboration tools.
• Ability to work independently and meet established deadlines.
• Ability to participate in virtual meetings during agreed-upon business hours.
• Ability to maintain confidentiality when reviewing customer, employee, and operational information.
• Ability to report to the office occasionally when required.

Preferred Qualifications

• Coursework or experience related to quality assurance, process improvement, auditing, business analysis, project management, or technical writing.
• Experience reviewing or creating policies, procedures, training materials, or process documentation.
• Familiarity with call center, customer service, help desk, or service-management operations.
• Experience working with spreadsheets, data summaries, charts, or performance reports.
• Familiarity with continuous-improvement concepts, root-cause analysis, or Quality Management Systems.
• Experience with Microsoft SharePoint, Confluence, Jira, or similar documentation and workflow platforms.

Abilities

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time
• Reach by extending hands or arms in any direction
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard
• Listen to and understand information and ideas presented through spoken words and sentences
• Communicate information and ideas in speaking so others will understand
• Read and understand information and ideas presented in writing
• Apply general rules to specific problems to produce answers that make sense
• Identify and understand the speech of another person
• Ability to reliably travel to and from assigned offices, project locations, etc. is required

Pay Range USD $18.00 - USD $25.00 /Hr.