Quality Assurance and Performance Support Specialist

Job TitleJob Description Required Education: High School Diploma or Equivalent Required Qualifications/Skills/Experience: Performs routine assignments with responsibilities easily learned on the job. Acquires job skills and learns applicable policies and procedures to complete routine tasks. Reads, understands, and performs assignments within prescribed guidelines. Communicates routine information clearly and accurately with internal and external contacts.Job Duties: Evaluate staff members on work quality against project standards, contractual requirements, and performance measures. Assist with developing, designing, and recommending strategies to improve performance in the Income Maintenance Mailroom. Assist with developing, analyzing, and distributing project reports and performance indicators. Assess staff knowledge of processes, policies, and client/contract operations, and develop plans to address training needs. Conduct quality assurance monitoring activities, including outgoing mail reviews. Assist with monitoring staff performance and ensuring contractual requirements are met. Maintain current knowledge of operational policies and procedures, assist in developing new procedures, and update existing procedures as needed. Assist in creating and updating staff resource materials, including quick reference guides, matrices, charts, and workflows. Conduct staff training sessions. Perform other duties as assigned by management.**Only those lawfully authorized to work in the designated country associated with the position will be considered.****Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**