EL Review Specialists

Reports directly to the EL Review Supervisor, the ELR Specialist ensures elements of the Quality Assurance Plan are carried out and contractually required performance requirements are maintained. Performs quality assurance reviews on Call Center calls and various aspects of the business, based on the approved Quality Assurance (QA) Plan and QA policies and procedures.

• Review eligibility cases meeting all production and quality goals.
• Maintain technical and program policy proficiency in the NJ Family 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.
• Identify, develop, and assist in the execution of corrective action measures as needed to maintain or re-gain compliance in a timely manner.
• 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.
• Compile and analyze data to assist with contractually required, ad hoc, and internal management reports as needed.
• Participate in and contribute to the quality improvement process.
• Aid in staff performance reviews by monitoring individual and group performance against established standards.
• Provide feedback to leadership staff of areas for improvement.
• Work with management team to develop and execute corrective action plans in the event of contractual non-compliance.
• Participate in training sessions.

Essential Duties:

• Prioritize required tasks along with special project demands.
• Extremely attentive to detail.
• Thorough understanding of all areas of operations in order to evaluate quality in work processes.
• Problem solve through analysis and ongoing feedback.
• Develop correction action plans for areas not meeting performance standards through data analysis and trend identification.
• Champion change within a formal organization.
• Handle multiple tasks and meet deadlines; flexibility under pressure.
• Work with people of diverse backgrounds.
• Maintain strict confidentiality.
• Capable of working independently.
• Use MS Word, MS Excel and MS Outlook required.

Required Skills/Abilities:

• Prioritize required tasks along with special project demands.
• Extremely attentive to detail.
• Thorough understanding of all areas of operations in order to evaluate quality in work processes.
• Problem solve through analysis and ongoing feedback.
• Develop correction action plans for areas not meeting performance standards through data analysis and trend identification.
• Champion change within a formal organization.
• Handle multiple tasks and meet deadlines; flexibility under pressure.
• Work with people of diverse backgrounds.
• Maintain strict confidentiality.
• Capable of working independently.
• Use MS Word, MS Excel and MS Outlook required.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $19.00 - $21.00 per hour. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.