Quality Assurance Specialist at Trustmark in Boise, Idaho, United States Job Description Trustmark's mission is to improve wellbeing - for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you'll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities. This role is responsible for the designing, implementing, administration, and enhancement of the Quality Assurance programs for Billing Operations / Customer Service Teams. This role will support process improvement through direct involvement, facilitation, documentation of processes/ work flows/ procedures and other deliverables. Collaborate with team leadership to identify trends, solutions, and proactive measures to sustain quality assurance. Serves as a technical/professional subject matter expert for leadership and team members. Provide performance input and recommendations to leadership in relation to ongoing development needs, prioritization of process / quality changes, and publication of quality metrics. Quality Programs Outlines quality assurance procedures and policies Oversees implementation of quality assurance procedures Ensures the efficiency via quality inspections of customer interaction & process adherence Identify and apply quality standards which lead to successful customer satisfaction Evaluate outcomes of quality inspections and proposes corrective measures Collaborate with leadership to ensure alignment with standard operating procedures and processes via regular quality assessments Support the use of organizational change management methodology, Managed Change. Partner with leadership on cross-functional Quality Assurance initiatives Process Improvement & Process Maintenance Identify and lead creation of new workflows, processes and other documentation for reference and training purposes. Maintain, revise and expand existing process document To view full details and how to apply, please login or create a Job Seeker account