Quality Assurance Specialist

PRIMARY PURPOSE

To assess, promote and confirm data quality and/or performance of investigative service partners and internal resources by performing quality audits of case files or client records to ensure optimal service delivery and compliance.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Affirms performance of internal, client or vendor case files or records at regular intervals for accuracy, consistency and compliance with service level expectations and service agreements.
• Identifies trends and areas of opportunity for increased service efficiency and quality.
• Works in partnership with stakeholders to ensure all required and relevant data elements, including but not limited to client demographics, client contacts, 3rd party connections, contract records, and performance guarantees are accurately and consistently captured in the client relationship management system.
• Compiles audit results and submits to manager for review.
• Provides audit results for quarterly stewardship reports.
• Maintains ongoing action items logs and project plans with appropriate stakeholders.
• Updates vendor resources to mapping program.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES

• Supports the organization's quality program(s).

QUALIFICATIONS

• Education & Licensing: Bachelor's degree from an accredited college or university preferred.
• Experience: Four (4) years of investigative experience or equivalent combination of education and experience required.
• Skills & Knowledge: Oral and written communication skills, PC literate, including Microsoft Office products, Analytical and interpretive skills, Strong organizational skills, Ability to work independently or in a team environment, Ability to meet or exceed Performance Competencies.