Compass Connections · 1 day ago
Quality Assurance Specialist - Contact Center Operations
San Antonio, TX
Full-time
Onsite
Mid, Senior Level
2+ years expCompass Connections is a company dedicated to making a positive impact globally. They are seeking a Quality Assurance Specialist to ensure compliance with regulatory guidelines, improve service quality, and support the National Call Center's operations.
Child CareFamilyMedicalNon Profit
No H1B
Responsibilities
Meet all federal and state regulatory guidelines and standards that are applicable to this position
Identify key trends, service gaps, and successes, and communicate findings to an array of audiences as needed
Participate in scheduled meetings, in-service training, and team decisions
Work evenings, weekends and holidays as needed or requested by position supervisor
Maintain Compass Connections professional and ethical standards of conduct outlined in Compass Connections employee handbook and attendance policy, including demonstrating respect for agency staff, children, and community members and complying with required dress code at all times
Provide evaluation and supportive services to programs in the National Call Center in the areas of call monitoring and documentation
Track improvement plans based on needs identified
Improve quality assurance by implementing statistical process controls
Participate in workshops, seminars, education programs and other activities that promote professional growth and development
Communicate with service providers nationally to ensure Call Center referrals are effectively relayed for these services
Participate in the hiring process
Responsible for the department’s budget
Work in collaboration with each department to ensure better outcomes
Work irregular days/hours, including nights, holidays, and weekends, depending on needs
Provide tactical and strategic coordination during emergency evacuation of the service population
Participate in the development and launch of platform initiatives and support efficient implementation
Maintain accurate records, files, forms, statistics, and additional relevant information in accord with agency policy, licensing, and/or funding requirements
Qualification
Required
Bachelor's or undergraduate degree from an accredited program/university
First aid, CPR, Emergency behavior intervention certifications
Two (2) to four (4) years of related experience and/or training
Pass a pre-employment drug screen and random drug screens throughout employment
Provide proof of work eligibility status upon request
Pass a pre-employment and biennial criminal background checks
Demonstrate the ability to respond sensitively and competently to the service population's cultural and socio-economic characteristics
Work collaboratively with other staff members, service providers and professionals
Organize and prioritize responsibilities and duties efficiently
Work in a fast-paced environment and maintain emotional control and professional composure at all times
Maintain computer literacy required to meet the responsibilities of the position
Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team
Demonstrate a working knowledge of all Compass Connections policies and procedures
Receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation
Preferred
Graduate degree from accredited program/university
Four plus years of related experience and/or training
Benefits
Annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation.
Company
Compass Connections
Compass Connections is a non-profit organization that specializes in child welfare.
1001-5000 employees
Funding
Current Stage
Late StageRecent News
Seattle TechFlash
2023-09-29
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