File Specialist – Job Description

1. Role of the Department

The Operations Department is responsible for:

• Ensuring assessment activities are planned and performed in a highly professional and technically proficient manner, with the goal of meeting or exceeding customer expectations.

• Supporting customers throughout the certification process.

2. Job Purpose

The File Specialist provides administrative, customer service, and operational support throughout the certification process. Key responsibilities include:

• Serving as a proactive point of contact for clients and NQA agents/offices.

• Assisting with the maintenance and reporting of client and certification status information.

• Creating and maintaining accurate client information within the EQM database.

• Performing complex clerical and administrative assignments in accordance with established procedures.

• Gathering information from various sources to prepare reports, listings, and other documentation.

• Interacting professionally with clients and providing assistance as needed.

• Supporting customers throughout the certification process.

• Maintaining multisite audit sampling planners.

• Supporting NCR Management, Conducted Review, and scheduling activities within the OASIS database.

3. Qualifications and Experience

Education and Experience

• High school diploma or equivalent required.

• 2–3 years of related customer service, program management, administrative, or similar experience preferred.

Knowledge and Skills

• Proficiency with Microsoft Office and other computer applications.

• Excellent administrative and organizational skills.

• Strong written and verbal communication skills.

• Excellent client service and telephone communication skills.

• Ability to manage multiple priorities and meet established deadlines and KPIs.

• Strong attention to detail and accuracy.

4. NQA, USA Organizational Chart

See controlled copy.

5. Management Classification

FLSA Status: Non-Exempt

6. Policy Guidance

Policy guidance and instructions are contained in the following:

• NTS Policies and Procedures Manual

• Kiwa Employee Handbook

• NQA, USA Quality Manual

• Applicable memorandums

7. Principal Tasks and Responsibilities

The File Specialist is responsible for supporting NCR Management and Conducted Review functions, as well as providing scheduling assistance within the OASIS database.

Primary responsibilities include:

• Process NCRs on a day-to-day basis.

• Process Conducted Reviews on a day-to-day basis.

• Complete assigned scheduling activities within the OASIS database.

• Prepare the weekly NCR summary report to support auditor follow-up.

• Maintain the bi-weekly publication deadline tracker to assist with KPI monitoring.

• Provide coverage for the reports mailbox as needed.

• Respond to questions, requests, and inquiries related to assigned responsibilities.

• Communicate relevant updates, information, and new developments to appropriate stakeholders.

• Adhere to established Customer Service Group KPIs.

• Support the Team Lead with KPI coordination, monitoring, and tracking.

• Follow up on overdue and rejected audit reports.

• Maintain accurate and timely records related to assigned activities.

• Coordinate with internal teams, auditors, clients, and other stakeholders as necessary to support timely completion of assigned work.

8. Key Performance Expectations

The File Specialist is expected to:

• Complete assigned work accurately and within established timelines.

• Maintain professional and responsive communication with clients and internal stakeholders.

• Meet established Customer Service Group KPIs.

• Proactively identify and follow up on overdue or outstanding items.

• Maintain accurate information within applicable databases and tracking systems.

• Support departmental goals related to quality, timeliness, customer service, and certification processing.