Quality Assurance Associate III

Conduent-posted 3 months ago
Full-time
East Hartford, CT
Professional, Scientific, and Technical Services
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Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Quality Assurance Specialist III Summary: As a Quality Assurance Specialist - conduct quality reviews of the various functional areas, and identify trends or issues that are occurring, always with a focus on continual improvement. Qualified candidates will bring forward innovative strategies for continuous quality improvements.

  • Demonstrate an ability to learn and understand the processes for all of the functional areas to perform quality reviews across all functional areas.
  • Meet performance standards for Quality, maintaining a quality score of 96% or higher and an 'Approved' challenge percentage under 5 in a monthly basis based on challenges received.
  • Conduct objective concise quality assessments.
  • Meet the productivity standards for each of the functional areas.
  • Maintain a strong understanding of all functional areas and serve as a source of expert knowledge of the program and functional areas.
  • Update the quality monitoring data management system to compile and track assessment information.
  • Assist to implement and maintain quality processes, practices and measures for front line assurance activities and an increasing awareness for quality controls.
  • Perform administration tasks as needed by the business and to support key objectives of the Quality Team.
  • Contribute toward improvement of current processes.
  • Track and ensure staff return quality assessments requiring corrections.
  • Must be at least 18 years of age or older.
  • College degree preferred.
  • Experience in government services to consumers, particularly health and human services, or an equivalent combination of education and experience preferred.
  • Ability to use MS Word, MS Excel, and MS Outlook required.
  • Ability to work independently and demonstrate a high level of confidentiality regarding Quality assessments.
  • Must be able to successfully pass a criminal background check and drug test.
  • Must be able to pass 30 wpm typing test.
  • The ability to convey complex information in clear and concise terms to ensure customer understanding.
  • Strong commitment and work ethic.
  • Exceptional attendance with ability to meet work schedule including the required training period.
  • Successful completion of Conduent 3-to-6-week new hire paid training program.
  • Effective and accurate written and verbal communication skills.
  • Effective problem-solving skills.
  • Can navigate multiple applications/screens and research solutions with ease.
  • Love helping people and guiding them to the best solution for their issue.
  • Are excited by innovative technology.
  • Provide calm conflict resolution and problem-solving for frustrated customers.
  • Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.
  • Full Time Employment
  • This position is full-time (40 hours/week) Monday - Friday.
  • Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST.
  • Hourly Rate of $21.75 starting on day one.
  • Weekend's OFF!
  • Paid Training
  • Training Scheduled: Monday-Friday from 8:30 am to 5:00 pm.
  • Career Growth Opportunities
  • Great Work Environment
  • Full Benefit Options
  • Vacation, Sick Time, and Holiday Pay
  • Medical, Dental, Vision, Life Insurance, and additional benefits
  • 401K
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