Energy Quality Assurance Specialist

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.

Supervisory Responsibility

This position has no supervisory responsibilities.

Required Education and Experience

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

Preferred Education and Experience

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

Benefits: Medical, Dental, Vision, Life, 401K, and other benefit options

AAP/EEO Statement

CEDA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CEDA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

CEDA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CEDA’s employees to perform their job duties may result in discipline up to and including discharge.

ADA Statement

The physical demands, work environment factors, and mental functions described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.