Do you enjoy providing operational stability and positive change management for Contact Centers, Customer Service Specialist, Operations areas and their related support organizations thru the focused delivery of high quality business process solutions and professional technical services? This is the team for you!

As a Quality Assurance Associate in our Quality Assurance and Analytics team, you will be responsible for reviewing, testing, and analyzing processes, data, and completed work for compliance to regulations and other written documentation. These processes may include customer call handling, vender processing, production, or a wide variety of transaction and exception processes. Effective decision making, communication, and collaboration is necessary to advance operational quality through root cause analysis and process improvement.

Job Responsibilities:

• Design and evaluate quality programs, systems, and processes against standards, regulation, and other requirements.
• Identify and investigate automation feasibility, design use cases, and plan implementation.
• Work on initiatives that drive efficiencies and first-time quality in business functions.
• Analyze and integrate data points from multiple data sources to connect processes and customer outcomes to gain a deeper understanding of the total book of work and the true impact of defects.
• Help to design sampling methods that truly represent the risk and impact of business processes across the whole population.
• Evaluate and transition work to the Quality Assurance and Analytics advanced quality program.
• Design applications for machine learning and artificial intelligence into the quality framework to innovate and modernize the approach to oversight, feedback, and continuous improvement. 
• Help to monitor and maintain existing quality programs.
• Collaborate with quality managers to mature existing quality programs.
• Identify gaps and recommend system, process, and or procedural improvements .
• Facilitate different types of meetings with a variety of stakeholders.

Required Qualifications, Capabilities and Skills:

• Extensive knowledge of quality management best practices, root cause and corrective action, defect elimination
• Requires excellent verbal and written communication skills 
• Strong interpersonal skills and ability to collaborate with key stakeholders
• Ability to manage expectations and deliver results. Self-motivated, proactive, results oriented, problem solving ability
• Demonstrates time management and organizational skills
• Detail oriented with ability to work efficiently within given timelines
• Demonstrates leadership skills and flexibility with independent decision making and critical thinking skills 
• Strong Excel, PowerPoint, and Word skills with excellent facilitation and presentation skills
• Ability to provide effective feedback on identified quality trends, process performance and ability to design, implement, and manage quality assurance programs
• College diploma or equivalent experience is required