Entry Level Quality Control Specialist

Responsibilities

• Monitor, document, and evaluate interactions to ensure service consistency, regulatory compliance, and determine service quality
• Provide and document feedback to team members and leadership through standardized tools
• Identify team member and peer areas of improvement and provide prompt recognition of positive performance
• Identify and report situations/patterns of activity indicating potential fraud or abuse
• Identify and report training, procedural, and automated systems issues and/or concerns
• Assess the impact of process and procedural changes on member service quality
• Maintain, apply, and communicate knowledge changes and new trends in quality systems/technology
• Exhibit commitment to organizational success and members and/or internal customers' satisfaction
• Identify and resolve operational and performance gaps and obstacles; recommend changes and improvements that increase efficiency and effectiveness and reduce time and/or cost
• Participate in quality learning experiments and initiatives within the business unit and across the organization
• Conduct discovery and analysis of existing quality processes and key controls and identify future internal control trends or new standards
• Develop and maintain critical relationships with key technical/non-technical stakeholders; provide guidance and assist in managing the scope of assigned projects
• Collect and analyze data from monitored results and member journeys to deliver insight and make recommendations to management and/or stakeholders
• Perform other duties as assigned

Requirements

• 2-4 years of relevant experience
• Effective knowledge of client functions, philosophy, operations, and organizational objectives
• Effective knowledge of client systems, procedures, policies, and practices
• Effective knowledge of federal regulations
• Effective word processing, spreadsheet, and presentation software skills
• Effective interpersonal, verbal, and written communication skills
• Effective skills exercising initiative and using good judgment to make sound decisions
• Experience working in cross-functional, multi-dimensional teams and projects
• Effective research and problem-solving skills
• Advanced active listening skills to accurately respond to inquiries and account requests
• Effective skills following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
• Effective skill in providing constructive criticism, feedback, and solutions to drive performance and achieve goals
• Effective skill guiding and training less experienced staff
• Effective skill in successfully influencing, leading, and/or guiding others toward goals