TITLE:
Quality Assurance Specialist - Snap/TANF

REPORTS TO:Director of Quality Assurance

LOCATION: Tyler, TX or Athens, TX

EMPLOYMENT TYPE:Full-Time, Non-Exempt Employee

The Career Team Quality Assurance Specialist serves to assure program output and documentation complies with all applicable policies and guidelines.

Your Impact on Career Team’s Success:

• Provide support for planning and coordination of Workforce Program activities.
• Ensure proper implementation of all applicable policies, procedures, and guidelines.
• Perform data management and reporting as needed in support of program operations.
• Support team growth and development as related to program operation.
• Provide insight based upon observations for the purpose of improving processes to ensure program and service quality.
• Conduct regular Quality Assurance Reviews.
• Provide staff training support as needed to provide ongoing staff development.
• Perform service delivery duties as needed/assigned to cover gaps in operations.
• Work with members of the management team on projects as needed to identify operational needs.
• Inform Quality Manager of issues identified that may be detrimental to quality services.
• Assist Program Advisors in updating staff resources.
• Remain compliant with all policy updates and training to ensure up-to-date knowledge of processes and procedures.
• Comply with audit guidelines and other processes to assure case quality.
• Provides outstanding internal Customer Service.
• Maintain professionalism and confidentiality when dealing with private/sensitive issues and information.
• Other Job Duties:This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required.

To Qualify for This Role, You Must Have:

• Education: Minimum of a Bachelor’s Degree from an accredited college/university or equivalent relevant work experience or a combination of 4 years’ qualifying education plus relevant work experience.
• Skills/Abilities: Must have knowledge of Microsoft Office: Outlook, Excel and Word, Microsoft TEAMs, Zoom, or similar platforms.
• Ability to work efficiently virtually using phone, text, and video conference with customers, peers, and management.
• Must be able to work in a fast-paced, ever-changing environment.
• Required Competencies: 
  • Professional Customer Service focus
  • Learning orientation
  • Communication proficiency
  • Teamwork orientation
  • Technical capacity. 
• Key Skills for Success:
  • Attention to detail.
  • Able to manage repetitive tasks.
  • Able to analyze workflow and make recommendations for improvements.
  • Able to work independently.
  • Able to prioritize tasks.

Hourly Wage: $21.63/hr

Working conditions are primarily in an office environment with travel to other locations within the East Texas service area required.