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Job Title: REL Quality Control Specialist

Shift (Time): 8:00am - 4:30pm

Report onsite a minimum of 2 days per week

Pay Rate: Open to Both C2C and W2 options

Position Type: Multiyear Contract

Basic Purpose:

Responsible for providing quality control and support for business unit team members and leadership. Monitor, document, and evaluate interactions across multiple media to determine service quality and ensure compliance with regulatory requirements, industry standards, and the organization's operating procedures. Apply various quality control support skills to support business initiatives. Performs moderately diverse job duties in a specialized area.

Responsibilities:

• Monitor, document, and evaluate interactions to ensure service consistency, regulatory compliance, and determine service quality

• Provide and document feedback to team members and leadership through standardized tools

• Identify team member and peer areas of improvement and provide prompt recognition of positive performance

• Identify and report situations/patterns of activity indicating potential fraud or abuse

• Identify and report training, procedural, and automated systems issues and/or concerns

• Assess the impact of process and procedural changes on member service quality

• Maintain, apply, and communicate knowledge changes and new trends in quality systems/technology

• Exhibit commitment to organizational success and members and/or internal customers' satisfaction

• Identify and resolve operational and performance gaps and obstacles; recommend changes and improvements that increase efficiency and effectiveness and reduce time and/or cost

• Participate in quality learning experiments and initiatives within the business unit and across the organization

• Conduct discovery and analysis of existing quality processes and key controls and identify future internal control trends or new standards

• Develop and maintain critical relationships with key technical/non-technical stakeholders; provide guidance and assist in managing the scope of assigned projects

• Collect and analyze data from monitored results and member journeys to deliver insight and make recommendations to management and/or stakeholders

• Perform other duties as assigned

Qualifications and Education Requirements:

• 2-4 years of relevant experience

• Effective knowledge of the organization's functions, philosophy, operations, and organizational objectives

• Effective knowledge of the organization's systems, procedures, policies, and practices

• Effective knowledge of federal regulations

• Effective word processing, spreadsheet, and presentation software skills

• Effective interpersonal, verbal, and written communication skillsF

• Effective skills exercising initiative and using good judgment to make sound decisions

• Experience working in cross-functional, multi-dimensional teams and projects

• Effective research and problem-solving skills

• Advanced active listening skills to accurately respond to inquiries and account requests

• Effective skills following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations

• Effective skill in providing constructive criticism, feedback, and solutions to drive performance and achieve goals

• Effective skill guiding and training less experienced staff

• Effective skill in successfully influencing, leading, and/or guiding others toward goals

Desired Qualifications and Education Requirements:

• Associate’s degree in business, finance, or related field

• Experience in supervising and leading employees

• Experience in training and development of staff

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #850-Rockville (ALTA IT)

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.