Remote Live Chat Operator Jobs in Silver Spring, MD

Remote and on-site work may be required depending on client needs.

Williams Consulting LLC (WCLLC), a Baltimore, Maryland-based government contracting firm, is seeking a Project Associate to support a mission critical initiative with the US Department of Health and Human Services' Office on Women's Health (OWH). The Office on Women's Health is establishing a national breastfeeding helpline to provide evidence-based support, education, and resources to women and families. This role blends project coordination, marketing and outreach support, business analysis, and quality assurance.

The ideal candidate is detailed oriented, organized, skilled in client-facing communication, and comfortable supporting both operational and technical tasks.

Williams Consulting, LLC is an 8(a), HUBZone, Woman-Owned Small Business, and Economically Disadvantaged Woman-Owned Small Business with Federal, State, local, and commercial clients. We value our employees and recognize their contributions to the success of our clients and our company.

We offer competitive salaries and support flexible work locations and scheduling, when possible.We offer competitive benefits including Medical, Vision, and Dental coverage through national plans. We also offer Life, AD&D, Short- & Long-Term Disability Insurance, PTO, and 401k matching.

Duties and Responsibilities

• Coordinate day-to-day activities, project schedules, and tasks deliverables for the Helpline operations.
• Support client meetings, schedule meetings, prepare agendas, capture meeting discussion, prepare meeting summaries, track action items, decisions, issues and risks.
• Participate in requirements-gathering sessions with the WCLLC project team and OWH and capture detailed workflow processes, business, and functional requirements.
• Develop clear and concise Business Requirements and Functional Requirements Specifications.
• Assist in preparing test plans, test cases and acceptance criteria based on finalized requirements.
• Develop and maintain standard operating procedures (SOPs) to ensure consistent practices across the helpline or program.
• Assist in creating and refining response scripts for text and chat communications.
• Ensure scripts are accurate, clear, and aligned with organizational tone and compliance standards.
• Monitor incoming and outgoing texts and chat interactions to ensure quality, consistency, and adherence to approved scripts and procedures.
• Provide feedback to team members to improve communication standards.
• Review all written deliverables (e.g., reports, SOP updates, scripts) for accuracy, completeness, and compliance with the Quality Assurance Surveillance Plan (QASP)
• Track performance measures for written products against the QASP, documenting results and reporting on trends or areas for improvement.
• Collaborate with leadership and team members to implement quality improvement measures.
• Prepare periodic reports summarizing performance metrics and recommended process improvements.
• Support the development of a coordinated marketing and outreach plan aligned with OWH branding.
• Help identify target audiences and communication channels.
• Assist in developing outreach materials, web content and graphics.

Qualifications and Experience

• Bachelor's degree in Communications, Public Health, Healthcare Administration, Information Technology, or a related field.
  
• 3-5 years of experience in project coordination, business analysis, health communications and quality assurance in a federal contracting environment.
• Strong note-taking and active listening skills to capture detailed discussions during meetings, requirements sessions and testing activities, and accurately translate them into high-quality documentation.
• Experience with developing outreach/marketing content.
• Familiarity with Section 508 standards and accessible content development.
• Background in developing SOPs and monitoring quality metrics for written or digital communications.
• Understanding of telephony systems, messaging platforms, and web-based chat services.
• Strong understanding of quality assurance processes and familiarity with Quality Assurance Surveillance Plans (QASP).
• Excellent writing and editing skills to assist with script and deliverable development.
• Ability to analyze performance data and identify areas for improvement.
• Strong attention to detail, organization, and time management skills.
• Proficient with MS Office (Word, Excel, PowerPoint, Outlook) and virtual collaboration tools.
• Good communication and collaboration abilities to work with cross-functional teams.
• Background investigation required

Working Conditions and Requirements

While performing the duties of this job, the employee is regularly required to talk or listen. Standing, sitting, squatting, and other normal office-related physical activities are required. Must be able to sit and read computer screens for extended periods.

WCLLC is an Equal Opportunity Employer

Williams Consulting LLC does not discriminate in employment based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.