Contact Center Specialist III, Quality Assurance

Contact Center Specialist III, Quality Assurance

Primary Location Fairfax, Virginia Facility Name Fair Oaks Medical Center Schedule Full-time Shift Day Salary $30.81 - $39.82 / hour Job Number 1421509 Date Posted 06/08/2026 Submit Interest

Job Summary: In addition to the responsibilities listed below, this position is responsible for performing member interaction monitoring and participating in calibration sessions to ensure quality, accuracy, and compliance; investigating and addressing service and quality issues submitted by members, staff, and external agencies and ensuring the timely resolution of issues as well as providing recommendations for improving member interactions; providing consultation to a variety of stakeholders on the identification and resolution of standard and non-standard process, system, and/or training gaps for improved efficiency and effectiveness; identifying improvements for quality standards, processes, resources, training, and educational materials; collaborating with the training department in updating of job aides; tracking and compiling data as well as reporting trends and actionable insights to various stakeholders.

Essential Responsibilities:

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, independently; and tracking and resolving routine, non-routine, and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to escalate issues requiring additional review to senior team members.
• Enables contact center operations by: leveraging comprehensive foundational knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.
• Contributes to the development of contact center operational insights by: analyzing basic operational data to provide contact center operations analysis insights; identifying operational improvements based on operations analysis results and learning best practices to apply solutions; and populating and interpreting standard operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and implementing strategies to remedy contact center quality concerns.

Minimum Qualifications:

• Minimum one (1) year experience working with Excel.
• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum three (3) years of customer service or a directly related field OR Minimum four (4) years of experience in customer service or a directly related field.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Time Management; Quality Assurance Process; Member Service; Data Entry; Relationship Building; Work Process Design; Computer Literacy; Microsoft Office

• One (1) year of experience in process improvement.
• One (1) year of experience in an operations management role.

Primary Location: Virginia,Fairfax,Fair Oaks Medical Center Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:30 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Worker Location: Remote Employee Status: Regular Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Department: Appt & Adv Call Ctr-Train/Qual - 0308 Pay Range: $30.81 - $39.82 / hour