Quality Assurance Administrator 3

2 weeks ago

West Des Moines, United States TalentBridge Full time
Title: Quality Assurance Administrator 3
Line of Business: COO 
Location: West Des Moines, IA
Job Description:
Seeking a Senior Quality Assurance Administrator to join the Quality Management team within the Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning organization. The Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning organization is comprised of three, specialized teams, each uniquely dedicated to ensuring the strategic, effective, and timely delivery of commitments to our customers. Those teams include the Enterprise Redress Office (ERO), Mediation Program, and the Enterprise Incident Customer Accommodations Office (EICAO). Additionally, the organization leads strategic planning efforts for ECR, working to ensure that ECR-wide strategic goals are not only met but in alignment with Enterprise focus areas.

In this role, you will:
• Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies and First Call Resolution
• Escalate key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations
• Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary
• Assist in development and design of product specific databases
• Review and score work
• Prepare calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients
• Monitor quality assurance programs and processes to identify gaps and risk assessment
• Design and conduct training for as needed
• Provide coaching to staff and track performance expectations and results
• Make final scoring decisions on disputes which impact quality results
• Interact with staff and business partners to promote team work and departmental effectiveness

Required Qualifications:
• 4+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:
• Experience with call monitoring activities
• Ability to follow procedural steps and job aids to ensure quality assurance results are properly tracked

#INDSTRG

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