Job Description
Quality Assurance Specialist I
Location : Bethesda, MD (Onsite Only)
Employer : Zimmerman Associates, Inc. (ZAI)
Compensation : $22.42 / hour $4.93 Health & Welfare
POSITION OVERVIEW :
Zimmerman Associates, Inc. (ZAI) is seeking a Quality Assurance Specialist I to support a government contract in the Bethesda, MD area. This role is onsite only . The QA Specialist ensures that the Integrated Referral Management and Appointing Center (IRMAC) meets internal and external data quality standards while supporting process improvement initiatives.
QUALIFICATIONS / EXPERIENCE :
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- Associate degree or at least 1 year of QA experience in a medical environment, or a combination of education, training, and experience demonstrating ability to perform the required duties.
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Experience in a Military Health System (MHS) Referral Management (RM) or Call Center preferred.\n
U.S. Citizenship and ability to obtain a Public Trust Clearance.\n
Demonstrated experience using MHS GENESIS .\n
Understanding of statistics and data analysis.\n
Knowledge of anatomy, physiology, and medical terminology.\n
Proficiency in Microsoft Word, Excel, PowerPoint, and Access.\n
Strong communication and interpersonal skills.\n
Experience developing, organizing, and evaluating data for reports.\n
DoD or military experience preferred.\n \n
ESSENTIAL TASKS : \n
Assist the call center during high-volume periods with phone support.\n
Research MICA reports in Excel for mis-bookings and update the MICA database in Microsoft Access.\n
Update daily mis-bookings and staff totals via SharePoint.\n
Perform data entry for the Customer Feedback Server and review databases for mis-bookings.\n
Listen to Call Center Agent calls to monitor patient experience and ensure accuracy of information.\n
Review and update pertinent documents, report opportunities for improvement, and research clinic protocols.\n
Provide daily, weekly, and monthly reporting on mis-bookings, trends, and staff performance to leadership.\n
Assist in developing and implementing Performance Improvement Plans (PIPs) for Call Center Agents not meeting standards.\n
Monitor desktop applications and Call Center systems (AVAYA, ACD, IVR) for proper usage, performance, and productivity.\n
Standardize and maintain SOPs, integrate clinic protocols, and implement enhanced reporting standards.\n
Streamline data collection processes to reduce burden while maintaining accuracy.\n
Provide QA feedback to leadership, manage QA Assistants, and support staff training initiatives.\n
Maintain records of quality reports, statistical reviews, trend data, and other documentation.\n
Participate in customer and client listening programs and provide actionable insights.\n
Ensure all external and internal requirements are met before data, reports, or databases are released.\n
Troubleshoot technical issues, including network connectivity, call routing, and system downtime.\n
Monitor Call Center call quality :\n
At least 10 inbound and 10 outbound calls randomly selected per month.
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No more than 2 failed calls per month per category.\n \n
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Provide consistent weekly calibration and monthly check-ins with QA Specialist.\n
Track and distribute Customer Satisfaction Reports to leadership.\n \n
EQUAL OPPORTUNITY EMPLOYER :
ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status, or any other legally protected status.
