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Quality Assurance Specialist

Fort Pierce, FL

Order: 177081
TempToFT

The Quality Assurance Specialist will be responsible for collecting and analyzing data, ensuring that information collected is accurate and complete and investigating and reporting on the causes of any inconsistent data.

Responsibilities:

  • Completes regular call monitoring of Enrollment Specialists and provides feedback and/or coaching to specialists and Supervisors on the quality of work performed as measured against project standards, contractual requirements and performance measures.

  • Completes regular work task audits to ensure accuracy, providing regular feedback and identifying potential gaps in knowledge/training.

  • Provides weekly reporting and feedback to the program team for performance management.

  • Creates monthly client report containing a summary of performance results monitored by the Quality Assurance Department.

  • Creates reporting templates and mechanisms for calculating performance goals.

  • Analyzes Quality Assurance data to identify trends and provides recommendations based on data.

  • Maintains the quality checklist and report configuration within the evaluation software.

  • Develops charts and graphical depictions of results and trends.

  • Provides QA operational reports containing individual productivity and status updates.

  • Validates data entered into the evaluation software for completeness and accuracy.

  • Analyzes and develops routine and ad hoc reports on project performance and suggests solutions to identified issues.

  • Makes recommendations to quality monitoring procedures and standards guidelines based on analysis of changes to policies, processes, systems, or measures.

  • Assesses the effectiveness of programs developed and/or administered and develop a means of measuring such effectiveness.

  • Remains up-to-date on all policies and procedures and recommend strategies or activities intended to improve performance in Call Center Operations.

  • Develops and maintains effective working relationships with key external and internal customers.

  • Communicate with technical staff on development and delivery of reports.

  • Analyzes effectiveness of key initiatives and quality improvement efforts.

  • Participate in ISO audits.

  • Supports Management with assigned duties and acts as the department’s subject matter expert.

  • Collaborates with peers on internal and inter-departmental calibration sessions.

  • Responsible for adhering to established safety standards.

  • Performs other duties as assigned by management

 

Qualifications:

  • Bachelor’s degree from an accredited college/university or equivalent experience.

  • 3 years of experience working in healthcare or related experience.

  • 2 years of data reporting/analytical experience.

  • Excellent organizational, interpersonal, verbal, and written communication skills.

  • Ability to perform comfortably in a fast-paced, deadline oriented work environment.

  • Ability to successfully execute many complex tasks simultaneously, and ability to work as a team member, as well as independently.

  • Proficient in Microsoft Office (Word, Excel, PowerPoint and Access).

  • Must be able to remain in a stationary position for an extended period of time.

  • 2+ years of experience in quality control/quality assurance preferred.

  • Experience in a quality assurance role, ideally in a call center environment preferred.

 

Job Type: Full-time

Pay: $30,000.00 - $35,000.00 per year