Central Research, Inc.

Quality Assurance Supervisor

Central Research, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • Tennessee

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Salary

💰 $50,000 - $55,000 per year

Job Level

JuniorMid-Level

About the role

  • Supervise the quality assurance team monitoring and conducting administrative audits on processes and procedures supporting the program
  • Ensure sufficient internal controls and quality assurance training are established, reviewed, and maintained to comply with contract requirements and applicable federal and state laws and regulations
  • Proactively audit processes, procedures and documents to identify opportunities and confirm adherence to internal controls throughout the life of the program
  • Assist operational team with questions about quality assurance policies and procedures
  • Organize and participate in special reviews to ensure we are providing a high-quality customer experience
  • Collaborate with the Quality Assurance Manager to ensure quality assurance performance metrics are met
  • Prepare and provide quality assurance reports and statistical trends
  • Assist Quality Assurance Manager to review and ensure training materials are compliant
  • Assist with resolution of accounts when a quality assurance concern arises
  • Train and mentor quality assurance staff
  • Track and report quality assurance issues to leadership
  • Participate in continuing education programs to stay abreast of changes to applicable laws and regulations

Requirements

  • High School Diploma
  • 2 years of experience in quality assurance leadership role supervising teams in contact center environment
  • Must reside within a 75-mile radius of a Central Research deployment facility in Lowell, AR or Hendersonville, TN
  • US Citizenship is required per the contract
  • Ability to obtain and maintain a Public Trust security clearance (Federal 5C)
  • Must NOT be in default on any Federal Student Loans (typically 270 days past due)
  • Felonies or misdemeanors within the last 7 years could prevent obtaining a security clearance
  • Applicants with non-medical collections exceeding $7,500 could face security clearance issues
  • Knowledge and understanding of the TCPA, SCRA, FCRA, Consumer Financial Protection Bureau, and other applicable federal and state laws and regulations
  • Able to create presentations and provide training to staff regarding compliance and quality assurance
  • Capable of leading and coaching a team
  • Detail-oriented and able to multi-task
  • Excellent written, verbal, and interpersonal communication skills
  • Advanced knowledge of Microsoft Office applications
  • Able to read, write and speak fluent English
  • Preferred: Bachelor's Degree
  • Preferred: 3 years of experience in quality assurance leadership role supervising teams in contact center environment
  • Preference will be given to internal applicants who meet all position requirements