Quality Assurance Specialist - (Remote / WFH)

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Apex Systems
Quality, Manager, Systems, Scripts
Full Time

Job Description

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.

Quality Review Investigation, Documentation, and Result Findings
  • 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.

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

Minimum Requirements

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

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

Specialized Knowledge/Skills
  • 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.

Working Conditions:
  • Prolonged periods of sitting in front of a computer.


EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or


Company Information

Apex Systems is a world class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients’ digital visions. We provide a continuum of service from workforce mobilization and modern enterprise solutions to digital innovation to drive better results and bring more value to our clients. Apex transforms our customers with modern enterprise solutions tailored to the industries we serve. Apex has a presence in over 70 markets across US, Canada and Mexico. Apex is a segment of ASGN Inc. (NYSE: ASGN)

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Dice Id : apexsan
Position Id : BHJOB2374_1099645
Originally Posted : 1 month ago

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