Training and Quality Assurance Specialist focused on empowering call center agents and ensuring standards. Collaborating with QA Departments to continuously enhance training modules and agent performance.
About the role
- Quality Assurance Specialist at BronxWorks monitoring service delivery compliance. Conducting audits, tracking trends, and providing staff training in a collaborative environment.
Responsibilities
- Conduct regular case file audits to ensure documentation is accurate, complete, and in compliance with internal policies and funder requirements
- Monitor data entry for accuracy in databases and management systems (e.g., Salesforce)
- Prepare QA reports and track trends in errors or deficiencies
- Collaborate with staff to correct errors and provide guidance on documentation standards
- Maintain up-to-date knowledge of program policies, funder requirements, and best practices
- Assist with the development and implementation of quality assurance protocols
- Participate in internal reviews and assist with external audits or monitoring visits
- Maintain records of QA findings and provide feedback to program leadership
- Design, implement and maintain a variety of audit tools, assessments, surveys, reports, key performance indicators (KPIs), data systems, and dashboards that effectively track, evaluate, monitor and communicate: program impact, performance against targets, compliance with contractual and legal obligations, risk mitigation action plans, client experiences in receiving program services, efficiency, and other relevant data points as needed
- Provide and/or facilitate effective staff training in relevant areas (both at orientation and ongoing), such as regarding case administration procedures, applicable law and regulations, contract requirements, agency and program policies and procedures, data systems and data entry protocols, and the use of data toward programmatic improvement.
- Track and take appropriate steps to ensure staff compliance with agency and program training requirements
- Monitor completion of on time case noting/assessments/required document collection
- Evaluate contacts and service engagements ensuring the quality of service, excellence in professionalism, sensitivity, accuracy and timeliness are provided to the clients; document all fact findings, identify trends, training gaps and provide recommendations for improvements to management
- Communicate outcomes of QA audits to managers and leads, and clearly recommend individual coaching opportunities for staff
Requirements
- Bachelor’s degree in an analytical or administrative field or another related field of study.
- Strong oral and written communication, time management, and organizational skills are necessary.
- Proficiency in Microsoft Office suite and other standard business technology is required.
- Experience handling quality assurance and administrative tasks preferred.
Benefits
- Flexible work arrangements
- Paid time off
- Professional development
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