Quality Control Specialist II

ServiceSource, Inc. • St. Louis, MO

5d • Onsite

About The Position

ServiceSource is seeking a Quality Control Specialist II to join their team. This role involves interpreting and complying with quality assurance standards, managing complaint and nonconformance processing, conducting root-cause analysis, and developing improved standards and testing protocols. The specialist will also identify training needs to ensure companywide compliance and contribute to ServiceSource's mission of supporting people with disabilities.

Requirements

• At least 5 years’ experience in quality assurance and/or quality control performing the Primary Duties, or related work experience required.
• Demonstrated experience developing quality assurance/quality control surveillance plans, key performance indicators, and statistical reviews and relevant documentation required.
• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Basic ability to operate a computer using Microsoft Office software. Must have knowledge of creating spreadsheets and graphs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

• Associate degree (AA) or equivalent from two-year college or technical school preferred.

Responsibilities

• Develop Quality Assurance Surveillance Plan for assigned annexes and assist Annex managers in developing meaningful key performance indicators.
• Conduct and document contract surveillance of contract Required Service (RS) and assist managers to resolve performance issues.
• Make recommendations for corrective action and actively work with management team to ensure an acceptable level of quality is maintained.
• Coordinate and manage the document change process and maintain current revisions via a SharePoint web-based document management server.
• Review and manage quality control; run searches on database to scan for errors, generate reports and apply corrections accordingly.
• Perform root cause analysis on quality defects.
• Formulate and maintain quality assurance objectives complementary to corporate policies and goals.
• Prepare and maintaining documentation and reports on quality issues, statistical reviews and relevant quality documentation.
• Review all data obtained during all quality assurance activities to ensure consistency with company policies and procedures.
• Recommend improvements to the production process to ensure quality control.
• Develop new approaches to solve problems identified during quality assurance activities.
• Maintain a working knowledge of government and industry quality assurance codes and standards.
• Train and guide staff on new standards, procedures and processes.
• Design and implement quality assurance training programs to key personnel in conjunction with managers.
• Record and investigate customer complaints regarding quality of services performed.
• Perform random inspections, validate inspection methods, and interact with customers regarding quality of services provided.
• Customer complaint and dispute resolution.
• Perform other related duties as assigned.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
• Employee Assistance Program
• Wellness Program
• Tuition Assistance
• A generous paid time-off program in which the benefits increase based on your tenure with the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree