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Quality Assurance Associate IV
ConduentQuality Assurance Associate ensuring execution of quality assurance plan and maintaining performance requirements. Reporting to Operations Manager, conducting reviews and providing feedback to team.
About the role
Key responsibilities & impact- Reporting directly to the Operations Manager, ensure elements of the Quality Assurance Plan are carried out and contractually required performance requirements are maintained.
- Perform quality assurance reviews on all components of the operations and conduct call monitoring, eligibility determination reviews, and other unit monitoring, based on the QA policies and procedures.
- Review of calls; meeting all production and quality goals.
- Review of Non Call Center departmental QA tasks.
- Maintain technical and program policy proficiency in the RMTA customer care program and maintain proficiency in contract requirements.
- Monitor and assess individual/group performance against established standards/requirements.
- Enter QA review results into database for quality assurance scorecard reporting.
- Provide feedback to leadership team and assist in addressing education/training needs with Project Director, Managers and Supervisors to include preparing summaries and presentations when appropriate.
Requirements
What you’ll need- Must be 18 yrs. of age or older.
- Relevant quality assurance experience can be substituted for education on a one-for-one basis.
- Background screening
- Associate degree preferred.
- A minimum of two (2) years of experience providing corporate quality assurance is preferred.
- Experience utilizing state-of-the-art technology and quality methods to implement improvements and change in an organization.
- Experience in transportation administration, outsourcing/production environment, Tolling a plus.
- Ability to take initiative, maintain confidentiality, to meet deadlines, and to work in a team environment.
- Ability to champion change within a formal organization.
- Ability to handle multiple tasks and meet deadlines, flexibility under pressure.
- Ability to work with people of diverse backgrounds.
- Bilingual is a plus.
Benefits
Comp & perks- Paid Training
- Full-time schedule 40 hrs. a week
- Career Growth Opportunities
- Full Benefit Options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assurancecall monitoringeligibility determinationperformance assessmentdata entryquality scorecard reportingprogram policy proficiencycorporate quality assurancequality methodstransportation administration
Soft Skills
initiativeconfidentialitydeadline managementteamworkchange managementmultitaskingflexibilityinterpersonal skillscommunicationcultural competence
Certifications
Associate degree