CATALIS · 1 month ago
Call Center Quality Assurance Specialist
Tallahassee,FL,US
Full-time
Onsite
Entry Level
2+ years expCatalis is a leading government Software as a Service (SaaS) and integrated payments provider. The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting, while also overseeing call center quality and compliance.
Computer Software
Responsibilities
Conduct quality review of both financial and non-financial transactions including:
Financial: Contributions, withdrawals, refunds, lockbox reconciliation, monetary adjustments
Non-Financial: Demographic updates, banking changes and client correspondence
Review outgoing correspondence and present quality score results to management
Reviews Compliance Dashboards and corresponding reports to identify/correct potential processing/system errors
Coordinate and manage requests for audit documentation
Review and validate controls over reporting processes
Maintain documentation of control procedures, narratives, and risk matrices
Track control exceptions and manage remediation efforts
Support walkthroughs and interviews with process/control owners
Ensure timely completion of audit evidence gathering and submission
Monitor and resolve issues identified and reflected on the various compliance dashboards, i.e., invoice dashboard, finance dashboard, foundation dashboard, and fraud dashboards
Quality Control calls, chats, emails for the Client’s call center as part of Vendor oversight
Monitor and score customer engagement representative calls
Prepare training opportunities for the call center
Assist with preparing monthly call center oversight report
Will be required to assist and be cross trained in all departments to assist with processing, compliance review, audit, and any other areas deemed necessary based on work volumes
Qualification
Required
High school diploma or equivalent required
Minimum 2 years of experience performing transactional work in a financial or operational environment
Strong analytical, research, and problem-solving skills
Keen attention to detail and commitment to accuracy
Self-starter with the ability to manage time and priorities in a fast-paced, high-volume setting
Effective communicator with the ability to train, coach, and provide constructive feedback to peers
Preferred
Experience with SOC audits or internal controls
Familiarity with compliance dashboards or QA tools
Prior QA or process improvement certifications (e.g., Six Sigma, ISO)
Benefits
Health, dental, vision insurance
PTO (paid time off)
HSA and FSA options
401(k) plan with matching contributions
Paid parental leave
ABLE matching contributions for the disability community
Employer paid short term and long-term disability insurance and group term life insurance
Financial and legal assistance through our EAP (Employee Assistance Program)
Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
Company
CATALIS
Catalis is the transformational SaaS and integrated payments partner powering all levels and sizes of government – municipalities, counties, states, and federal agencies.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brian Downs, MBA
Chief Financial Officer
Bill Brice
Chief Operating Officer
Company data provided by crunchbase