Quality Assurance Administrator

Quality Assurance Administrator III

Hybrid – Des Moines, IA

6-month Contract (W2), Weekly Pay (40 hours/week)

Pay Rate: $30/hr.

Desired Start Date: 6/10/2024

Calculated Hire is in search of a Quality Assurance Administrator III for our Fortune 100 Financial Services company. You will be responsible for the following components:

Job Description:

The Team is within the Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning organization. The Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning organization is comprised of three, specialized teams, each uniquely dedicated to ensuring the strategic, effective, and timely delivery of commitments to our customers. Those teams include the Enterprise Redress Office (ERO), Mediation Program, and the Enterprise Incident Customer Accommodations Office (EICAO). Additionally, the organization leads strategic planning efforts for ECR, working to ensure that ECR-wide strategic goals are not only met but in alignment with Enterprise focus areas.

In this role, you will:

• Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies and First Call Resolution

• Escalate key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations

• Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary

• Assist in development and design of product specific databases

• Review and score work

• Prepare calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients

• Monitor quality assurance programs and processes to identify gaps and risk assessment

• Design and conduct training for as needed

• Provide coaching to staff and track performance expectations and results

• Make final scoring decisions on disputes which impact quality results

• Interact with staff and business partners to promote teamwork and departmental effectiveness

Required Qualifications:

• 4+ years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Top Skills:

Attention to detail

Call center experience

Able to use web-based applications like Enterprise Contact Management

Moderate MS Office proficiency

Desired Qualifications:

• Experience with call monitoring activities

• Ability to follow procedural steps and job aids to ensure quality assurance results are properly tracked