Quality Assurance Specialist

Community and Economic Development Assoc•Chicago, IL

just now•$22 - $23

About The Position

The Quality Assurance Specialist supports quality assurance initiatives at the Community and Economic Development Association (CEDA), a nonprofit organization focused on empowering communities and reducing poverty. The role conducts audits and process reviews, maintains standard operating procedures and training resources, evaluates program compliance, and identifies opportunities to improve service quality and operational performance. The Specialist works across multiple programs and operations, including call centers, intake, and processing, and handles sensitive and confidential information with discretion.

Requirements

Associate’s degree or three years of experience in a customer service environment.
Strong verbal and written communication skills and excellent attention to detail.
Knowledge of quality assurance methods, concepts, and best practices.
Strong organizational, planning, problem-solving, and analytical skills.
Ability to manage multiple priorities, adapt to changing situations, and work effectively in a team environment.
Proficiency in Microsoft Office applications, including Word, Excel, Teams, PowerPoint, SharePoint, and Outlook.
Ability to exercise sound judgment, maintain strict confidentiality, and demonstrate professionalism.
Valid Illinois driver’s license and auto insurance that meets state requirements.

Nice To Haves

Bachelor’s degree.
Bilingual in English and Spanish.
Experience in process improvement, quality assurance, or root cause analysis.

Responsibilities

Conduct and document quality assurance activities, audits, and process reviews across multiple programs, call centers, intake, and processing operations.
Develop, review, and maintain Standard Operating Procedures (SOPs), work instructions, and supplemental training resources.
Evaluate program processes for compliance with policies, procedures, and established quality standards.
Identify trends, discrepancies, and opportunities for improvement through audits, analysis, and observations.
Recommend and implement supplemental training and resources to address audit findings and improve performance.
Apply quality assurance methodologies to assess and validate compliance with organizational and departmental requirements.
Coordinate and support projects focused on process improvement and operational performance.
Maintain goals and objectives established by the Quality Assurance Supervisor and Training and Quality Manager.
Handle sensitive and confidential information with discretion and professionalism.