Quality Assurance Specialist – Back Office

Position Overview:

The Quality Assurance Specialist for Back Office assists in the provision of consistent quality auditing services through the monitoring of the back office workforce. This position represents, communicates and maintains the standards of quality assurance, in all aspects, and serves as a third-person arbiter of transaction monitoring performance. For back office services, the Quality Assurance Specialist will conduct QA evaluation, and analysis and publish the Quality metric performance of the projects/s regularly.

Primary Responsibilities:

• Demonstrates complete familiarity with all aspects of quality of data entry including performance, professionalism, ethical standards, policies, guidelines and procedures.
• Monitors data entry performance, working with supervisors to implement improvement plans.
• Prepares quality reports by collecting, analyzing, and summarizing information and trends.
• Prepares and conducts audit work in accordance with acceptable audit standards and plans. A minimum productivity requirement is defined as being between 2 and 3 QA Evaluation forms completed per hour on average or as expected for the process from time to time.
• Prepares organization for formal and informal audits.
• Maintains all records of QA activities, to include QA identified issues.
• Maintains effective working relationships with members of training, quality, and various levels of management.
• Collaborates with Training and Compliance, and other departments, to direct QA issues to appropriate existing channels for investigation and resolution.
• Continuously updates job knowledge by studying trends, developments in interpreter performance standards, and quality assurance in general.
• Participates in periodic calibrations, as well as quarterly center evaluation programs.
• Maintains professional standards and ethical practices inherent to the position.

Minimum Qualifications:

• Education Requirement:

  • Bachelors degree or higher in Business

• Field Experience:

  • At least 3 years of experience in Quality with a proven experience in implementing process/quality improvement tools and techniques

• Positions Experience:

  • At least 1 year of quality assurance in a related technical/professional services area; 2 or more years preferred

• Other Qualifications:

• Fluent in English (Verbal and written skills)

Required Skills:

• High degree of proficiency in Microsoft Office 360 suite/MS Office
• Clearly articulate ideas and thoughts verbally
• Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
• Strong interpersonal skills and a demonstrated ability to work effectively both independently as well as in a team environment
• Ability to work independently
• Excellent organizational and time management skills
• Analytical, data driven problem solver
• Excellent customer service skills