Quality Assurance Specialist- Baltimore, MD

KRA Corporation•Baltimore, MD

23h

About The Position

KRA is seeking a detail-oriented, results-driven Quality Assurance Specialist to help drive program excellence and enhance the customer experience. The specialist develops and implements quality assurance procedures, conducts quality and customer satisfaction assessments, analyzes performance data, and prepares reports identifying trends and opportunities for improvement. The role’s insights and recommendations support stronger processes, improved service delivery, and exceptional program outcomes. The position provides quality assurance and performance monitoring, audits case files and computer records, reviews staff compliance data, and tracks TANF case management performance in the local database. The specialist identifies and reports areas for improvement, supplies data to management, reviews policies and regulations, and works with the Program Manager and a team of professionals to address corrections and achieve contract goals.

Requirements

Associate’s degree in business, public administration, behavioral science, or a related field from an accredited college or university.
At least two years of experience in an administrative position requiring data entry, quality assurance, data tracking, and report preparation.
Strong analytical and problem-solving skills, including the ability to collect, interpret, and analyze complex data sets.
Excellent communication skills and ability to present findings and recommendations to diverse audiences.
Demonstrated ability to develop and implement quality assurance processes, policies, and procedures.
Experience conducting program reviews, audits, and evaluations, identifying improvement areas, and ensuring compliance.
Proficiency with data management systems and software applications used to analyze and report program outcomes.
Ability to work autonomously and collaboratively in a fast-paced environment, manage multiple priorities, and meet deadlines.
Resourcefulness and ability to work both independently and as part of a team.
Personal computer literacy, including effective use of the Internet, email, and Microsoft Word, Excel, and Outlook.
Ability to learn and efficiently use various case management software programs.

Responsibilities

Provide quality assurance and monitoring of performance requirements.
Conduct case file and computer audits to ensure accuracy, consistency, compliance, and completeness.
Review and report staff compliance data to the Program Manager.
Determine, document, and forward areas needing improvement to management.
Provide quality assurance for performance data and TANF case management tracking in the local database.
Provide requested data to the management team in a timely manner.
Review current policies and regulations to ensure program quality standards are met.
Assist the Program Manager and follow up on requested corrections in a timely manner.
Create and maintain a database to track improvements.
Work with a team of professionals to ensure contract goals are achieved.
Conduct quality and customer satisfaction assessments, analyze performance data, and prepare reports identifying trends and improvement opportunities.