REL Quality Control Specialist I

REL Quality Control Specialist I

Job Title

REL Quality Control Specialist I

Job ID

27758539

Location

Winchester, VA, 22180

Other Location

Description

Hybrid: Minimum of 2 days per week - Winchester, VA or Pensacola, FL

REL Quality Control Specialist I

Responsible for providing quality control and support for business unit team members and leadership. Monitor, document, and evaluate interactions across multiple media to determine service quality and ensure compliance with regulatory requirements, industry standards, and operating procedures. various quality control support skills to support business initiatives. Performs moderately diverse job duties in a specialized area.

Responsibilities:

Monitor, document, and evaluate interactions to ensure service consistency, regulatory compliance, and determine service quality

Provide and document feedback to team members and leadership through standardized tools

Identify team member and peer areas of improvement and provide prompt recognition of positive performance

Identify and report situations/patterns of activity indicating potential fraud or abuse

Identify and report training, procedural, and automated systems issues and/or concerns

Assess the impact of process and procedural changes on member service quality

Maintain, , and communicate knowledge changes and new trends in quality systems/technology

Exhibit commitment to organizational success and members and/or internal customers' satisfaction

Identify and resolve operational and performance gaps and obstacles; recommend changes and improvements that increase efficiency and effectiveness and reduce time and/or cost

Participate in quality learning experiments and initiatives within the business unit and across the organization

Conduct discovery and analysis of existing quality processes and key controls and identify future internal control trends or new standards

Develop and maintain critical relationships with key technical/non-technical stakeholders; provide guidance and assist in managing the scope of assigned projects

Collect and analyze data from monitored results and member journeys to deliver insight and make recommendations to management and/or stakeholders

Perform other duties as assigned

Qualifications and Education Requirements:

2-4 years of relevant experience

Effective knowledge of organizational functions, philosophy, operations, and objectives

Effective knowledge of systems, procedures, policies, and practices

Effective knowledge of federal regulations

Effective word processing, spreadsheet, and presentation software skills

Effective interpersonal, verbal, and written communication skills

Effective skills exercising initiative and using good judgment to make sound decisions

Experience working in cross-functional, multi-dimensional teams and projects

Effective research and problem-solving skills

Advanced active listening skills to accurately respond to inquiries and account requests

Effective skills following, interpreting, and ing relevant data/instructions to guidelines, procedures, practices, and regulations

Effective skill in providing constructive criticism, feedback, and solutions to drive performance and achieve goals

Effective skill guiding and training less experienced staff

Effective skill in successfully influencing, leading, and/or guiding others toward goals

Desired Qualifications and Education Requirements:

Associate's degree in business, finance, or related field

Experience in supervising and leading employees

Experience in training and development of staff

CC Pace is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic under federal, state, or local laws.