The company is looking to improve the quality of its functional areas by conducting regular quality reviews, identifying trends and issues, and implementing innovative strategies for continuous improvement.
Requirements
- Ability to use MS Word, MS Excel, and MS Outlook required.
- Ability to work independently and demonstrate a high level of confidentiality regarding Quality assessments.
- Must be able to pass 30 wpm typing test.
Responsibilities
- Conduct quality reviews of the various functional areas, and identify trends or issues that are occurring, always with a focus on continual improvement.
- Update the quality monitoring data management system to compile and track assessment information.
- Assist to implement and maintain quality processes, practices and measures for front line assurance activities and an increasing awareness for quality controls.
- Perform administration tasks as needed by the business and to support key objectives of the Quality Team
- Contribute toward improvement of current processes.
- Track and ensure staff return quality assessments requiring corrections.
Other
- Demonstrate an ability to learn and understand the processes for all of the functional areas to perform quality reviews across all functional areas.
- Meet performance standards for Quality, maintaining a quality score of 96% or higher and an “Approved” challenge percentage under 5 in a monthly basis based on challenges received.
- Conduct objective concise quality assessments.
- Meet the productivity standards for each of the functional areas.
- Maintain a strong understanding of all functional areas and serve as a source of expert knowledge of the program and functional areas.
- Must be at least 18 years of age or older.
- College degree preferred.
- Experience in government services to consumers, particularly health and human services, or an equivalent combination of education and experience preferred.
- Must be able to successfully pass a criminal background check and drug test
- The ability to convey complex information in clear and concise terms to ensure customer understanding.
- Strong commitment and work ethic.
- Exceptional attendance with ability to meet work schedule including the required training period.
- Successful completion of Conduent 3-to-6-week new hire paid training program.
- Effective and accurate written and verbal communication skills.
- Effective problem-solving skills.
- Can navigate multiple applications/screens and research solutions with ease. This would include navigating multiple computer systems and platforms.
- Love helping people and guiding them to the best solution for their issue.
- Are excited by innovative technology.
- Provide calm conflict resolution and problem-solving for frustrated customers.
- Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.
