Quality Assurance Specialist - (Remote / WFH)

Quality Assurance Specialist (Remote / Work From Home) The Quality Assurance Specialist ensures that the client's applications are in compliance with the clients policies as well as State and Federal regulations. Under the direct supervision of the Training & Quality Manager, the Quality Assurance Specialist responsibilities include the application of quality control procedures and standards to ensure product quality. The specialist monitors both inbound and outbound calls for the client's CRO division in assessing and monitoring for quality assurance. The specialist monitors documents received and processed by the CRO team for adherence to company standards KEY RESPONSIBILITIES Follows Quality Review Approach 45% Quality Review Investigation, Documentation, and Result Findings 40% Communication and Coaching 15% RESPONSIBILITIES Follows Quality Review Approach

• Maintains quality standards, reviews all outgoing applications, documents inspection results, and continually updates job knowledge to provide solutions.
• Conducts reviews through recorded calls and/or completed work by document management team. Immediately reports any errors or omissions to ensure that an internal fact-finding effort is conducted and that an appropriate response/follow up to the incident occurs to correct the discrepancies.

• Identifies trends patterns and best practices, and make recommendations for improvements in service delivery.
• Assures the timely, objective and comprehensive investigation of error incidents, including conducting internal fact-findings, and response/follow up to those incidents
• Assists in determining, documenting and creating reports that present a holistic view of the performance of the scheduling team, their quality metrics and overall trends.
• Collects and summarizes performance data, identifies opportunities for improvement, and present findings of quality statistics, as needed, for all operational departments.

• Communicates with supervisory staff regarding quality monitoring and improvement activities
• Provides one-on-one Associate training and broader quality review sessions as needed.

• High School Diploma or GED. Associate's Degree preferred. Proficient computer skills with Microsoft Office.

• Two years' experience with a call monitoring system. Supervisory Skills preferred. Previous or current working experience in quality assurance preferred.

• Language Skills - Must possess strong analytical skills. Excellent oral and written communication; able to present findings to different staff levels.
• Reasoning Ability -. Demonstrated ability to analyze difficult situations, problems and data and develop feasible and effective solutions. Demonstrated ability to implement and monitor responsibilities.
• Demonstrates behaviors, actions, and attitude that reflect the client's vision, mission and values.
• Promotes a culture of excellence, working cooperatively with all staff to enhance services and improve operations. Provide creative solutions and development programs as new requirements become necessary.

• Prolonged periods of sitting in front of a computer.