Quality Assurance Specialist

Job Description

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 regularly. Primary Responsibilities: Quality Assurance Specialist must demonstrates complete familiarity with all aspects of quality of data entry including performance, professionalism, ethical standards, policies, guidelines and procedures. Quality Assurance Specialist should monitors data entry performance, working with supervisors to implement improvement plans. Should prepares quality reports by collecting, analyzing, and summarizing information and trends. Quality Assurance specialist must 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. Quality Assurance specialist should be able to handle Internal and external audit. QAS should maintains all records of QA activities, to include QA identified issues. Quality Assurance specialist / Quality Analyst should have knowledge to handle rebuttal process Maintains effective working relationships with members of training, quality, and various levels of management. Quality Assurance Specialist must be collaborates with Training team to direct QA issues to appropriate existing channels for investigation and resolution. Quality Assurance Specialist / Quality Analyst should continuously updates job knowledge by studying trends, developments in interpreter performance standards, and quality assurance in general. Quality Assurance specialist should participates in periodic calibrations, as well as quarterly center evaluation programs. Quality Assurance Maintains professional standards and ethical practices inherent to the position. Minimum Qualifications: Education Requirement: High School Diploma, Bachelors degree or higher in Business or related field preferred 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 Required Skills: Should have knowledge and hands on experience in 7QC tools Should have in depth knowledge in Quality Concept Should have worked on Quality report Such as CSAT, DSAT and Quality Dashboard Should be good in analysis and must have hand on experience in root cause analysis Should have knowledge to create training materials and client SOP. 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