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Quality Assurance Specialist - 10218353

Baton Rouge, La
EXPERIENCE: Experience in a quality assurance role, preferably in a call center/customer service environment; understanding of standard quality procedures, with preference for ISO and/or Purdue qualification experience; experience with developing or maintaining policies and procedures documentation; reporting experience, including report development and quality reporting; experience with Microsoft Office programs, including Word, Excel and Access; experience with quality monitoring in a customer service environment; excellent organizational, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; and the ability to work as a team member, as well as independently.
  1. Assists with the development, design and recommend strategies or activities intended to improve performance in Enrollment Center operations for the Project
  2. Assists with the development, analysis and distribution of Project reports and performance indicators
  3. Regularly assess the knowledge needs of the staff related to processes and policies regarding Program operations and develop plans to meet those requirements
  4. Conducts monitoring activities for quality assurance purposes
  5. Analyzes quality assurance data to identify trends
  6. Assists with monitoring performance and meeting contractual requirements
  7. Remains up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur
  8. Assists in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows
  9. Assists with staff training, as necessary
  10. Analyzes effectiveness of key initiatives and quality improvement efforts
  11. Performs other duties as may be assigned by corporate management
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