Quality Assurance Associate IV

Conduent

Florida, New York, United States

Florida, New York, United States

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Quality Assurance Associate IV Remote - Equipment Provided Payrate: $24.00 per hour (may be below your state’s minimum wage, please keep this in mind when applying) Working for you $24.00 per hour bi-weekly pay (may be below your state’s minimum wage, please keep this in mind when applying) Paid Training Full-time schedule 40 hrs. a week Career Growth Opportunities Full Benefit Options - From the start, our paid training program will teach you all the skills needed to allow you to become successful in your role. We also offer a full benefits package, so you’ll be able to thrive both personally and professionally. Job Details Reporting directly to the Operations Manager, the Quality Assurance Associate ensures elements of the Quality Assurance Plan are carried out and contractually required performance requirements are maintained. Perform quality assurance reviews on all components of the operations and conduct call monitoring, eligibility determination reviews, and other unit monitoring, based on the QA policies and procedures. Duties may include, but are not limited to: Review of calls; meeting all production and quality goals. Review of non Call Center departmental QA tasks. Maintain technical and program policy proficiency in the RMTA customer care program and maintain proficiency in contract requirements. Monitor and assess individual/group performance against established standards/requirements. Enter QA review results into database for quality assurance scorecard reporting. Identify, develop, and assist in the execution of corrective action measures needed to maintain or re-gain compliance in a timely manner. Provide feedback to leadership team and assist in addressing education/training needs with Project Director, Managers and Supervisors to include preparing summaries and presentations when appropriate. Compile and analyze data to assist with contractually required, ad hoc, and internal management reports as needed. Participate in and contribute to the quality improvement process. Assist in collecting information for staff performance reviews by monitoring individual and group performance against established standards. Provide feedback to leadership staff of areas for improvement. Work with management team to develop and execute corrective action plans in the event of contractual non-compliance. Conduct grievance and complaint investigation, documentation, and resolution activities in accordance with approved policies and procedures. Participate in training sessions. Other duties as assigned. Requirements Must be 18 yrs. of age or older. Relevant quality assurance experience can be substituted for education on a one-for-one basis. Background screening. Preferred Experience Associate degree preferred. A minimum of two (2) years of experience providing corporate quality assurance is preferred. Experience utilizing state-of-the-art technology and quality methods to implement improvements and change in an organization. Experience in transportation administration, outsourcing/production environment, Tolling a plus. Outstanding oral and written communication skills, strong interpersonal skills, and superior organizational abilities. Ability to take initiative, maintain confidentiality, to meet deadlines, and to work in a team environment. Prioritize required tasks along with special project demands. Extreme attention to detail. Thorough understanding of all areas of operations to evaluate quality in work processes. Problem solves through analysis and ongoing feedback. Develop correction action plans for areas not meeting performance standards through data analysis and trend identification. Ability to champion change within a formal organization. Ability to handle multiple tasks and meet deadlines, flexibility under pressure. Ability to work with people of diverse backgrounds. Ability to maintain strict confidentiality. Capable of working independently. Ability to use MS Word, MS Excel and MS Outlook required. Bilingual is a plus. Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time. We are currently NOT hiring in the following geographies, including but not limited to: AK, CA, HI, MA, IL, MT, & NY Metro Areas: MN - Minneapolis, IL - Chicago, NY - New York City, OR - Portland, MD - Montgomery County, WA - Seattle, WA - Washington DC, Puerto Rico Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated hourly rate for this role is $24.00 per hour.
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Florida, New York, United States

Sprachkenntnisse

English

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