QA Coordinator

Job Description

RESPONSIBILTIES:

• Support call-monitoring processes and reporting, including dialer reports, quality assurance failures and disputes, ad hoc reports, presentation preparation, and follow-up with process owners regarding nonconformities.
• Assist with the collection and evaluation of data as it relates to Quality Call Monitoring requirements by clients
• Coordinate with cross-functional departments and collect relevant information
• Maintain detailed and concise records of requests to network partners to ensure receipt of what is needed to complete client deliverables
• Stay abreast of client requirements and changes to the call monitoring processes
• Complete proper follow-up with any network partner who is non-responsive or provides inadequate/incomplete or incorrect documentation
• Deliver client feedback to suppliers clearly and promptly.
• Tracking feedback, remediation and repeat offenders
• Listen to calls and determine if disputes are warranted
• Process disputes submitted by firms and follow up with the appropriate parties through resolution.
• Analyze defect trends and report findings each month.
• Identify and support improvements to quality assurance and audit processes.
• Own process documents and update with changes
• Audit deliverables, such as pulling QA scores, Letter results, Ad-hoc requests

Skills and Requirements

QUALIFICATIONS:

• An associate/bachelors degree in business administration or a related field is preferred.
• 1-2 years of experience in Quality Assurance/Call Monitoring
• Experience with process documentation
• Strong organizational and analytical skills

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].