Service Quality Analyst 3

Job Description

Maintains and enhances the quality of work by monitoring and evaluating it against established standards. Documents quality issues, performance metrics, and quality improvement initiatives for managerial review. Assists in providing feedback to employees and facilitating employee training sessions.

Ensures adherence to internal and regulatory standards, guidelines, and procedures. Works in-office 3+ days per week.

About the Role

Supports the organization's mission by contributing to the quality assurance process. Collaborates with cross-functional teams to improve processes and outcomes.

Responsibilities

• Maintain and enhance the quality of work by monitoring and evaluating it against established standards.
• Document quality issues, performance metrics, and quality improvement initiatives for managerial review.
• Provide feedback to employees and facilitate training sessions.
• Ensure adherence to internal and regulatory standards, guidelines, and procedures.
• Work in-office 3+ days per week.

Requirements

• High school diploma or equivalent.
• Three or more years of experience in quality analysis and measurement activities.
• Extensive knowledge and understanding of the products and services applicable to the assigned area.
• In-depth knowledge of computer systems used in the assigned area.
• Excellent verbal and written communications skills.
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications.
• Bachelor's degree preferred.

Qualifications

• High school diploma or equivalent.
• Three or more years of experience in quality analysis and measurement activities.
• Extensive knowledge and understanding of the products and services applicable to the assigned area.
• In-depth knowledge of computer systems used in the assigned area.
• Excellent verbal and written communications skills.
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications.
• Bachelor's degree preferred.

Skills

• Knowledge of the products and services applicable to the assigned area.
• Knowledge of internal and regulatory standards, guidelines, and procedures.
• Ability to document quality issues and performance metrics.
• Ability to provide feedback and facilitate training sessions.
• Proficiency in computer systems and software packages.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Pay

$60,435.00 - $71,100.00

Schedule

Works in-office 3+ days per week.