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Operations Quality Assurance Specialist

2 months ago

Pennsylvania, United States SSI People Full time
Job Summary

We are seeking a highly skilled Quality Assurance Associate to join our team at SSI People. As a key member of our Operations team, you will be responsible for ensuring the highest level of quality in our products and services.

Key Responsibilities:
  • Evaluate and Coach Operations Staff: Conduct thorough evaluations of Operations agents to identify areas for improvement and provide coaching to enhance their performance.
  • Quality Assurance Evaluations: Perform and document results of quality assurance evaluations on all operational products and services to ensure compliance with company standards.
  • Quality Initiatives: Participate in internal, vendor, or client calibration meetings to address quality initiatives and drive continuous improvement.
  • Critical Issue Escalation: Identify and escalate critical quality issues to senior management to ensure prompt resolution and minimize impact on our operations.
  • QA Support Functions: Assist with other QA-related functions to meet department and company goals, including auditing work completed by Operations agents and providing feedback to Operations leadership.
Requirements:
  • Education: High school diploma or equivalent experience.
  • Experience: 1-3 years of experience as a Case Manager, Benefit Verification Specialist, or Contact Center agent, or equivalent quality control experience.
  • Skills: Moderate Excel ability (data validation, data entry, tables, simple formulas), experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint.
  • Knowledge: Solid working knowledge of quality-oriented services, healthcare benefits, and SOP execution.
  • Soft Skills: Problem-solving, results-oriented, active listening, and high attention to detail.