QUALITY ASSURANCE ANALYST/OMBUDSMAN – HYBRID – WASHINGTON, DC

Our client, a major nonprofit organization advocating for older adults, seeks a Quality Assurance Analyst for an 18-Month hybrid contract position which will be performed in Washington, DC. The Quality Assurance Analyst will advocate for its members and educate them about the organizations branded product and service offers. You will capture member feedback and identify opportunities for process enhancement. You will work collaboratively to employ a member-centric operating model that focuses on the delivery of a superior member experience in multiple channels: phone, email, white mail/correspondence, digital channels, and social media.

Schedule: remote Monday and Friday, and in the Washington D.C. office Tuesday, Wednesday, and Thursday.

Responsibilities:

• Collaborate with internal and external stakeholders to provide resolution to member inquiries and concerns.
• Work collaboratively to employ a member-centric operating model that focuses on the delivery of a superior member experience in multiple channels: phone, email, white mail/correspondence, digital channels, and social media.
• Collect members’ expressed insights regarding their wants, needs, and perceptions about branded products and services via their on-line program and provide input for process improvements.
• Direct advocacy through third parties to ensure the resolution of escalated issues and complaints affecting products and services brands (i.e., Better Business Bureau, State Office, and Executive Correspondence).
• Facilitate the Ombudsman service by working with the organization’s members and the providers to educate members and/resolve concerns.
• Partner with branded product and service providers to track, resolve escalated issues and complaints and seek opportunities in this process to avoid future customer issues.
• Evaluate and analyze data/reporting relative to the delivery of quality customer service.
• Implement and provide continuous oversight of quality initiatives performed by Program Managers, providers, and other internal stake holders.
• Influence full disclosure of the features and benefits of the organization’s products and services to their members through all communication channels.
• Contribute to leadership focus group sessions with providers.

Qualifications:

• Strong background with quality assurance with a minimum of 4 years' customer service experience with a focus on problem solving.
• Strong writing skills are highly desired.
• Independence in meeting residents, interviewing, critical thinking and decision-making for various individuals.
• Bachelor’s degree in education, Gerontology, Social Work, Psychology, Public Health Administration, Juris Doctorate.
• Reliable and insured transportation and possess a valid driver’s license. Be able to use personal vehicle for local travel

Job Types: Full-time, Contract, Temporary

Pay: $25.25 - $27.25 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Washington, DC 20049