Overview
The Quality Assurance Specialist will monitor, review, and coach workers to ensure that outcomes are consistent, efficient, and correct. The position will require experience and knowledge of the tools necessary to assess eligibility, payment, and customer service transactions. The position collaborates with the management team to implement successful action plans that improve overall quality metrics to meet performance, regulatory and business requirements while effectively resolving inquiries and providing high-quality service.
Key Tasks
- Follow defined program information, processes, and procedures
- Review customer service, eligibility, and payment transactions to ensure standards are met using established quality assurance forms
- Meet with workers and supervisory personnel to provide feedback on evaluations performed
- Isolate, replicate and document defects and suggest alternatives to provide better outcomes
- Creates suggestions for additional or changes to existing knowledge and process articles
- Provide quality monitoring reports including trending and ranking among center personnel
- Provide guidance and coaching for areas of opportunity
- Partner with different departments to calibrate evaluations to ensure consistency
- Develop and communicate best practices to address improvement opportunities
QUALIFICATIONS AND SKILLS
Education:
- Bachelor’s preferred
- High school diploma or GED required
Experience:
- Must have 1+ year of demonstrated experience reviewing detailed transactions for correctness in a high-volume, production-oriented environment
SKILLS AND ABILITIES
- Must be able to speak and write English clearly, professionally and fluently
- Strong attention to details and dedication to identify areas of strength and opportunity.
- Self-motivated, with time management and organizational skills
- Displays a positive “can do” attitude when troubleshooting or problem solving
- Strong analytical and problem-solving skills
- Utilizes judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, management, stakeholders and customers
- Ability to independently research and respond to technical questions and issues
- Ability to combine technical knowledge with an understanding of expectations to offer creative solutions to complex problems in a practical, timely and efficient manner
- Ability to independently, quickly, and efficiently identify and solve process or technical problems
SQN Systems, Corp. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.