Quality Assurance Specialist- Baltimore, MD

KRA Corporation•Baltimore, MD

2d•$26 - $31

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, better service delivery, and exceptional program outcomes. The position provides quality assurance and performance monitoring, audits case files and computer records, reviews compliance data, and helps ensure program standards are met. The specialist works with the Program Manager and a team of professionals to track improvements, address needed 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 the ability to present findings and recommendations to diverse audiences.
Ability to develop and implement quality assurance processes, policies, and procedures.
Experience conducting program reviews, audits, and evaluations, identifying improvements, 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.
Personal computer literacy, including effective use of the Internet, e-mail, and Microsoft Office (Word, Excel, and Outlook), and ability to learn and efficiently use case management software programs.
Must be resourceful and able to work independently as well as in a team setting.

Responsibilities

Perform professional quality assurance work and monitor 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 of 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 promptly on requested corrections.
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 on trends and opportunities for improvement.