Quality Assurance Specialist
Overview
Public Consulting Group, Inc. (PCG) currently seeks a seasoned and talented leader in operations management who seeks a challenging and rewarding opportunity to make a meaningful difference for families in San Diego. The position, Quality Assurance Specialist, would monitor quality assurance and reporting staff in our two successful CalWORKs Employment Services regions in San Diego. This position plays a critical role in providing direction to a diverse and dedicated group of program staff fulfill our mission to prepare low-income individuals to support their families through employment. PCG offers opportunities with challenges and performance-driven rewards to all of our staff. Our corporate culture values individuals who are interested in making an immediate impact on their community as well as their own career.
Responsibilities
Overall Responsibilities:
PCG is seeking a motivated, experienced, and data oriented Quality Assurance Specialist with an interest in public service who can monitor compliance within specific departments of the project. This person will provide day-to-day support to each team within the department; ensure that program guidelines and policy are met; maintain a consistent work pace, adhere to schedules and meet both regularly recurring deadlines.
Responsibilities:
Work with staff to achieve excellent contract performance, meaningful outputs, and adherence to stringent federal, state, county, and company compliance objectives
Ensure quality control procedures for operational processes are performed in a rigorous manner;
Validate and complete monthly reports that measure project objectives;
Complete compliance reviews as directed;
Assist in the 100% case review requirements;
Analyze data and reports to determine error trends for various departments;
Develop summary reports for supervisors and management;
Review County Quality Control Audits identifying any citations that may be incorrect and can be challenged;
Review staff responses to County Quality Control Audits ensuring accurate corrections have been made and maintain a tracking system to identify error trends;
Ensure confidentiality of all information regarding staff performance and compliance;
Seek feedback and direction from QA Supervisor and project leadership team;
Identify training needs based on error trends;
Work with projects training department to ensure training material is accurate;
Work individually with staff to train on compliance with regulations, policies and standard operating procedures; and provide coaching/mentoring on an individual basis;
Partner with supervisors to identify training needs and error-trend rates for specific units, and provide accurate reporting to department project leads;
Ensure development of procedures and desk aids to further streamline case management by collaborating with other department leads;
Fulfill other project related duties as assigned; and
Maintain positive working relationships with all staff and customers.
Qualifications
Required Skills:
Ability to learn quickly in a fast pace environment;
Orientation toward team-based approaches;
High self-awareness and ability to accept feedback;
Ability to prioritize work and meet deadlines;
Process oriented and results-driven work strategy;
Ability to analyze data and develop summary reports;
Ability to establish and maintain professional relationships;
Excellent problem-solving, decision-making, and organizational skills;
Detail and process improvement oriented;
Ability to learn specialized databases and software systems;
Ability to work independently and with minimal supervision;
Strong verbal and written communication skills;
Solid technical, practical, and demonstrable skills with Microsoft Office Suite applications;
Ability to recognize and maintain the confidentiality of all materials in the work setting;
Ability to maintain a record keeping and follow-up system.
Required
Experience:
A Bachelor's degree or higher preferably in business, business administration, accounting, social work, public policy, or other closely related fields, preferred. Significant related experience may substitute for the educational requirements.
A minimum of four years relevant work experience in the public sector or other customer-centric service sector/industry, preferred.
Previous experience with training and coaching in a QA setting;
Fluent in English;
Previous knowledge in TANF/CalWORKs and/or Welfare-to-Work is not necessary but highly desired.
Previous experience with multicultural staff and customers is a plus
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Public Consulting Group, Inc. (PCG) currently seeks a seasoned and talented leader in operations management who seeks a challenging and rewarding opportunity to make a meaningful difference for families in San Diego. The position, Quality Assurance Specialist, would monitor quality assurance and reporting staff in our two successful CalWORKs Employment Services regions in San Diego. This position plays a critical role in providing direction to a diverse and dedicated group of program staff fulfill our mission to prepare low-income individuals to support their families through employment. PCG offers opportunities with challenges and performance-driven rewards to all of our staff. Our corporate culture values individuals who are interested in making an immediate impact on their community as well as their own career.
Responsibilities
Overall Responsibilities:
PCG is seeking a motivated, experienced, and data oriented Quality Assurance Specialist with an interest in public service who can monitor compliance within specific departments of the project. This person will provide day-to-day support to each team within the department; ensure that program guidelines and policy are met; maintain a consistent work pace, adhere to schedules and meet both regularly recurring deadlines.
Responsibilities:
Work with staff to achieve excellent contract performance, meaningful outputs, and adherence to stringent federal, state, county, and company compliance objectives
Ensure quality control procedures for operational processes are performed in a rigorous manner;
Validate and complete monthly reports that measure project objectives;
Complete compliance reviews as directed;
Assist in the 100% case review requirements;
Analyze data and reports to determine error trends for various departments;
Develop summary reports for supervisors and management;
Review County Quality Control Audits identifying any citations that may be incorrect and can be challenged;
Review staff responses to County Quality Control Audits ensuring accurate corrections have been made and maintain a tracking system to identify error trends;
Ensure confidentiality of all information regarding staff performance and compliance;
Seek feedback and direction from QA Supervisor and project leadership team;
Identify training needs based on error trends;
Work with projects training department to ensure training material is accurate;
Work individually with staff to train on compliance with regulations, policies and standard operating procedures; and provide coaching/mentoring on an individual basis;
Partner with supervisors to identify training needs and error-trend rates for specific units, and provide accurate reporting to department project leads;
Ensure development of procedures and desk aids to further streamline case management by collaborating with other department leads;
Fulfill other project related duties as assigned; and
Maintain positive working relationships with all staff and customers.
Qualifications
Required Skills:
Ability to learn quickly in a fast pace environment;
Orientation toward team-based approaches;
High self-awareness and ability to accept feedback;
Ability to prioritize work and meet deadlines;
Process oriented and results-driven work strategy;
Ability to analyze data and develop summary reports;
Ability to establish and maintain professional relationships;
Excellent problem-solving, decision-making, and organizational skills;
Detail and process improvement oriented;
Ability to learn specialized databases and software systems;
Ability to work independently and with minimal supervision;
Strong verbal and written communication skills;
Solid technical, practical, and demonstrable skills with Microsoft Office Suite applications;
Ability to recognize and maintain the confidentiality of all materials in the work setting;
Ability to maintain a record keeping and follow-up system.
Required
Experience:
A Bachelor's degree or higher preferably in business, business administration, accounting, social work, public policy, or other closely related fields, preferred. Significant related experience may substitute for the educational requirements.
A minimum of four years relevant work experience in the public sector or other customer-centric service sector/industry, preferred.
Previous experience with training and coaching in a QA setting;
Fluent in English;
Previous knowledge in TANF/CalWORKs and/or Welfare-to-Work is not necessary but highly desired.
Previous experience with multicultural staff and customers is a plus
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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