Quality Specialist- LeaseTrack
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About The Position
The Quality Specialist at LeaseTrack plays a crucial role in ensuring the quality and efficiency of the company's operations. This position involves conducting process monitoring and leading problem-solving teams dedicated to improving quality and achieving organizational excellence. The Quality Specialist supports various teams, including the insurance agency, client success, and operations, by measuring the quality of customer communication, document processing, compliance tracking, and related business processes. The role requires the collection, summarization, and presentation of process quality data for improvement teams and customer reviews. By participating in quality management system audits and customer feedback reviews, the Quality Specialist becomes a trusted resource for recommending process changes, coaching, or training to reduce errors and enhance customer satisfaction. The ideal candidate will be committed to providing accurate and timely data for trend reporting and problem identification. They should be comfortable facilitating or leading small, cross-functional problem-solving teams. Additionally, the ability to write, maintain, and update detailed data collection plans and quality procedures is essential. The Quality Specialist will work closely with department leadership and the Quality Manager to define quality standards and performance improvement targets, create and maintain reports for ongoing data trending, and prepare management summaries of errors and quality measures. This position also involves reviewing recorded and live calls for quality conformance and providing feedback to team members and leadership. In terms of quality and performance improvement, the Quality Specialist will utilize monitoring data to identify root causes of errors and inefficiencies, driving corrective actions through recommendations for software, procedural changes, and staff training. They will contribute to the assessment and prioritization of risks and improvement opportunities impacting LeaseTrack and its customers, facilitating structured problem-solving teams to enhance process efficiency, client experience, and regulatory compliance. Furthermore, the Quality Specialist will help promote the use of policies and procedures necessary for maintaining and improving the LeaseTrack Quality Management System (QMS), supporting training initiatives, and developing workflows and checklists for daily tasks.
