Quality Assurance Specialist - Contact Center Operations

Compass Connections•San Antonio, TX

About The Position

It's a great feeling to work for a company that does so much good for others around the world! Guided by care and compassion, Compass Connections has been impacting and meeting the needs of the community’s most vulnerable children and families through residential care, community-based support, foster care, and adoption services. Leveraging more than a century of collective child welfare experience, Compass Connections, a Texas based non-profit organization, is a national leader in connecting, strengthening, and transforming families from around the globe. EEO Statement In accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. #LI-Quality Assurance #LI-Associate #LI-Full-time

Requirements

Required – Bachelor’s or undergraduate degree from an accredited program/university
First aid, CPR, Emergency behavior intervention
Required – Two (2) to four (4) years of related experience and/or training
Pass a pre-employment drug screen and random drug screens throughout employment.
Provide proof of work eligibility status upon request.
Pass a pre-employment and biennial criminal background checks
Demonstrate the ability to: a. Respond sensitively and competently to the service population’s cultural and socio-economic characteristics. b. Work collaboratively with other staff members, service providers and professionals. c. Organize and prioritize responsibilities and duties efficiently. d. Work in a fast-paced environment and maintain emotional control and professional composure at all times. e. Maintain computer literacy required to meet the responsibilities of the position. f. Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team.
Demonstrate a working knowledge of all Compass Connections policies and procedures.
Compass Connections is committed to following immunization recommendations produced by the U.S. Centers for Disease Control (CDC). As such, our company policy requires that all employees must receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation. This is a condition of employment, and all new hires will be responsible for providing proof.

Nice To Haves

Preferred – Graduate degree from accredited program/university
Preferred – Four (4) plus years of related experience and/or training

Responsibilities

Meet all federal and state regulatory guidelines and standards that are applicable to this position.
Identify key trends, service gaps, and successes, and communicate findings to an array of audiences as needed.
Participate in scheduled meetings, in-service training, and team decisions.
Work evenings, weekends and holidays as needed or requested by position supervisor.
Maintain Compass Connections professional and ethical standards of conduct outlined in Compass Connections employee handbook and attendance policy, including demonstrating respect for agency staff, children, and community members and complying with required dress code at all times.
Provide evaluation and supportive services to programs in the National Call Center in the areas of call monitoring and documentation.
Track improvement plans based on needs identified.
Improve quality assurance by implementing statistical process controls
Participate in workshops, seminars, education programs and other activities that promote professional growth and development.
Communicate with service providers nationally to ensure Call Center referrals are effectively relayed for these services.
Participate in the hiring process.
Responsible for the department’s budget.
Work in collaboration with each department to ensure better outcomes
Work irregular days/hours, including nights, holidays, and weekends, depending on needs.
Provide tactical and strategic coordination during emergency evacuation of the service population.
Participate in the development and launch of platform initiatives and support efficient implementation.
Maintain accurate records, files, forms, statistics, and additional relevant information in accord with agency policy, licensing, and/or funding requirements.