Job Title: Operations Quality Assurance Associate I
Job Description:
- Join our team as a Operations Quality Assurance Associate I. In this role, you’ll assess the work of our operations agents, ensuring it aligns with our standard operating procedures, business rules, and other program-related documents. You’ll use your critical thinking skills to objectively determine if the audited work meets our internal and external expectations. As a subject matter expert for your assigned business unit(s), you’ll use your analytical skills to review data, processes, and workflows, providing insightful coaching to our Operations Agents.
Key Responsibilities:
- Provide coaching to Operations agents based on findings during evaluations, collaborating with training for Operations agents.
- Perform and document results of quality assurance evaluations on all operational products and services.
- Participate in internal, vendor, or client calibration meetings to address quality initiatives.
- Identify and escalate critical quality issues to senior management.
- Assist with other QA-related functions and responsibilities as needed.
- Audit work completed by Operations agents and provide feedback to Operations leadership on agent performance.
Skills Required:
- High school diploma or equivalent experience.
- 1 – 3 years of experience as a Case Manager, Benefit Verification Specialist, or Contact Center agent, or equivalent quality control experience.
- Moderate Excel ability (data validation, data entry, tables, simple formulas).
- Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint.
- Solid working knowledge of quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution.
- Problem-solving, results-oriented, active listening, and high attention to detail.
About SSi People:
With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering an exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.