Quality Assurance Officer

OVERVIEW OF ATHENA:

ATHENA Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better! We make our Clients’ Lives Easier by engaging and supporting our clients and partnering with them to be the most knowledgeable staffing partner. We make our Employees’ Lives Better by identifying and cultivating their talents and matching these talents with our customers’ needs. ATHENA places a high value on customer service, accountability and getting the job done.

POSITION SUMMARY:

The Rhode Island Department of Health (RIDOH) has retained Knowledge Services to provide a Quality Assurance Specialist to support the state’s Preparedness, Response, Infectious Disease and Emergency Medical Service (PRIDEMS). The Quality Assurance Specialist is responsible for assessing the quality of the performance of our PRIDEMS unit employees who interview and interact with our constituents. The QA will monitor inbound and outbound call interactions to assess technical accuracy and guidance provided, customer service performance, and conformity to company policies and procedures.

Incumbent must be able to provide support a minimum of 35 hours a week minimum, with ability to work off-hour shifts, weekends, and holidays as needed to support the response requirements. Length of contract dependent on resource needs and funding availability. This full-time position pays $25.89 per hour and is located in Providence, RI.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·       Monitor established number of daily/weekly call interactions.

·       Review and grade Case Investigation (CI) interviews and any other assigned calls for compliance to ensure accuracy and adherence to established policies and procedures and observable soft skills

·       Participate in design and updates of call monitoring rubrics

·       Proactively triage and identify trending audit data such as broken internal processes or skill gaps during monitoring

·       Escalate process gap issues to QA management to brainstorm and implement solutions

·       Actively participate in weekly QA collaboration meetings with CI management workstreams to review data, provide analysis and identify workstream needs and expectations

·       Provide feedback to CI Team Leads and Managers, as applicable

·       Support the QA Manager in enforcing all policies, procedures, protocols

·       Aid in communicating process changes or new instructions to the different teams as appropriate

·       Monitor different workstreams as applicable

·       Perform other duties as assigned

·       Participate in developing department goals, objectives, and systems.

·       Participate in staff meetings and attend other meetings and seminars as assigned.

·       Recommend new approaches, polices, and procedures, to continually improve efficiency of the department and services performed.

·       Efficiently performs duties as assigned and works as a team within division and company.

·       Perform other related duties as assigned.

Required Skills/Abilities:

·       Excellent verbal, written and interpersonal English communication skills

·       Exceptional listening and analytical skills

·       Attention to detail is critical

·       Focus on quality and customer service

·       Strong organizational and time management skills

·       Creative ability and writing proficiency

·       Ability to multitask and successfully operate in a fast paced, team environment

·       Excellent interpersonal skills required and ability to interact professionally with employees at all levels of the organization

·       Must adapt well to change and successfully set and adjust priorities as needed

·       Must be proficient with Microsoft Office

·       Excellent verbal, written, and listening communication skills within the English language.

·       Proven, high quality customer service (internal and external customers).

·       Ability to work collaboratively.

·       Solid ability to analyze situations carefully and adopt appropriate courses of action.

·       Ability to understand and adhere to the duties, methods, and procedures required by the position.

·       Excellent organizational skills and attention to detail.

·       Ability to prioritize tasks.

·       Ability to effectively communicate to large and small group audiences.

·       Proficient with Microsoft Office Suite or related software.

Education and Experience:

·       Graduation from an accredited four-year college or university

·       Prior Case Investigation experience (internal Covid Unit applicants preferred)

·       Quality monitoring experience, or related customer service/ Call Center coaching experience required

Physical Requirements:

·       Prolonged periods of sitting at a desk and working on a computer

·       Must be able to lift and move up to 25 – 50 pounds at times. 

·       Standard hours of work Monday through Friday, 8:00 am – 5:00 pm, however evening and weekend hours may be required.    

·       Travel may be required up to 10% of the time. 

Successful ATHENA employees will display the following characteristics:

• You strive to be the best in your field currently and in the future.


• You like to make your employer look good.


• You find solutions, where others only see problems.


• You are proactive, you make and meet commitments, and you perform your duties exceedingly well.


• You are aware of the employer’s needs at all times and are well-versed in what you personally and ATHENA can offer them as a whole.


• You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.

The benefits of working for ATHENA include:

· Support from a team of professionals committed to making your life better.

· Medical, dental and vision insurance.

· Medical and dependent flexible spending account.

· Pet insurance.

· Mass transportation benefit for the Maryland and Washington, D.C. area.

· 401k with a generous employer match.

· Easy to use employee self-serve HR portal.

· Paid time off varies by contract – be sure to inquire with your Recruiter.

· Holiday pay varies by contract – be sure to inquire with your Recruiter.

The statements in this Job Posting are intended to describe the general nature and minimum level of work required.  The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position.  Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Application for employment is not intended to and does not create a contract or offer of employment and if hired, employment with the company is on an at-will basis and could be terminated at the will of either party.

ATHENA Consulting LLC does not discriminate in hiring based on federally protected classifications to include but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law.  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.