Title: Quality Assurance Specialist

Department: Energy Services

Location: Central Office

Reports to: Quality Assurance Supervisor

FLSA Status: Non-Exempt

Employment Status: Full-Time

Summary/Objective

Under the direction of the Quality Assurance Supervisor, the Quality Assurance Specialist will be responsible for supporting various quality assurance initiatives. The Quality Assurance Specialist will create and maintain Standard Operations Procedures (SOP), process reviews, conduct audits, and other quality assurance projects to ensure the department meets and maintains the highest quality standards. This position routinely handles highly sensitive and/or confidential information and will represent CEDA in a variety of capacities. Must demonstrate good judgment, an ability to be approachable and professional, solid problem solving skills, an ability to handle multiple tasks, an ability to be self-motivated and well organized, and maintain strict confidentiality.

Essential Functions

• Perform and document quality assurance activities and make suggestions for improvements
• Apply quality assurance standards to create and update SOPs, work instructions or provide supplemental training resources.
• Ensures program processes comply with program policies, procedures, and quality standards through regular audits for multiple programs, call centers, processing, intake.
• Suggests and implement supplemental training and provide resources in response to audit assessments, analysis, and observations.
• Applies quality assurance methodologies to create, document, and validate adherence to organizational or departmental requirements.
• Coordinates and executes projects as it relates to performance or process improvements.
• Maintain goals and objectives set by Quality Assurance Supervisor and Training and Quality Manager.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Excellent verbal/written communication skills and effective interpersonal and organizational skills proven in a team environment.
• Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations.
• Knowledgeable about quality assurance methods and concepts.
• Ability to work in a team environment
• Strong attention to detail
• Strong organizational and planning skills
• Process Improvement experience preferred
• Proven strong problem-solving skills and root cause analysis
• Computer literate; proficient in Microsoft Office Suite: Word, Excel, Teams, PowerPoint, SharePoint, and Outlook.

Required Education and Experience

• Associate’s Degree, or 3 years experience in a customer service environment.

Preferred Education and Experience

• Bachelors Degree desirable but not required.
• Bilingual in English and Spanish.
• Non-profit organization experience a plus.