Summary of Position
The Quality Assurance Specialist will review calls to determine if the QA team provides quality and efficient customer service related to the project.
Essential Job Requirements
- Review cases to ensure that all federal and state guidelines are being met
- Assists in monitoring the quality assurance review process
- Assists in delivering training to new and existing project staff
- Works with the project district managers and supervisors to identify training needs
- Provides effective leadership for team members
- Quickly navigates through multiple computer screens in order to provide correct information to inquiring parties in a timely fashion
- Ensures the confidentiality of all information contained in the state computer system
- Maintains a professional demeanor under stressful circumstances
- Practices excellent telephone and communication skills, including voice tones and grammar
- Provides accurate information to the public and other child support staff
- Answers calls when necessary
- Regular and timely attendance
Required Education
Associates Degree or equivalent work experience
Required Experience
Health and human services experience preferred, but not required. Knowledge of child support enforcement is desired.
Required Skills
Previous experience in a fast-paced office environment
Excellent written and spoken communication skills including voice tones and grammar as well as time management skills and organization skills.
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