Quality Assurance Specialist

ASSOCIATION OF CERTIFIED FRAUD EXAM•Austin, TX

10d•Hybrid

About The Position

The Association of Certified Fraud Examiners (ACFE) is the world’s largest anti-fraud organization and a global leader in anti-fraud training and certification. In this role, you will play a key part in monitoring member communications, evaluating performance metrics, and conducting process audits. You will also analyze trends, provide training and coaching to representatives, and collaborate with the Membership Manager to develop quality tools and strategies that enhance productivity, member satisfaction, and retention.

Requirements

Four years of High School resulting in a diploma or GED required; BA/BS degree a plus.
3-5 years of call center or related experience required, supervisory experience a plus.
Exceptional analytical skills and creative ability.
Proven skills in organizing work, attending to detail, taking direction, managing time effectively and handling multiple tasks in a timely manner.
Excellent written and verbal communication skills.
Demonstrates initiative and adaptability in responding to changing priorities and effectively driving projects to meet departmental goals.
Skilled in working collaboratively in a team environment.
Working knowledge of Microsoft Outlook, Word, Excel, SharePoint.

Nice To Haves

Experience creating training videos and programs a plus.
Experience in using Salesforce and Survey Monkey a plus.
Experience coordinating with multiple sites to ensure coverage of member services commitments a plus.

Responsibilities

Develops quality assurance plans, reports, and trainings by analyzing member feedback and identifying critical errors, monitoring procedures, corrective actions, and verification procedures of Member Services Representatives.
Achieves department objectives by preparing and completing action plans and trainings; implementing quality and customer service standards: performing audits, evaluating improvements and implementing change.
Assists in the development of training materials for new hires; ensures internal training documents are up-to-date and accessible through learning platforms including SharePoint and Absorb.
Provides teams and members with technical support; gathers information on submitted issues directly from members and works with IT to test and resolve.
Assists membership team with issue resolution and technical issues; reviews collected data to determine areas where an in-depth analysis is warranted; completes UAT testing as assigned.
Performs other duties as requested or required.

Benefits

Comprehensive Health Coverage: 100% employer-paid medical, dental, vision, long-term disability, and $25,000 life insurance for employees. We also offer employer contributions to dependent medical premiums.
401(k) Plan: Enjoy an unbeatable company match to help you save for retirement (truly unbeatable).
Flexible Work Schedule: Mostly remote work in ATX.
Paid Time Off (PTO): 4 weeks of PTO, with an additional week granted after 5 years and another week granted after 10 years of employment.
Parental PTO: Two weeks of paid time off to use during maternity/paternity leave.
Paid Holidays: 12 holidays each year to help you recharge.
Employee Success Sharing Bonus Program: The longer you invest with us, the more we invest in you!
Wellness / Work-From-Home Reimbursement: $400 annual reimbursement for gym membership, workout equipment, work-from-home equipment, etc.
Tuition Reimbursement: Up to $5,250 per year for qualifying degree plans.
Additional Paid Time Off: Paid Volunteer, Bereavement, and Civic Duty Hours.
Employee Assistance Program (EAP): Confidential support for personal and professional issues.
Social and Team-Building Events: Regular social events, team-building activities, and company outings to foster a positive work environment.
Fraud Knowledge Bonus: Bonus programs available for demonstrating mastery of the fraud examination body of knowledge.