Quality Auditing Specialist

This remote job opportunity is to support the Social Security Administration (SSA)! Must be able to obtain a Public trust for the position and open to travel.

Completes audits of customer programs and related follow-up activities. Ensures quality of audits consisting of: Understanding business requirements and operations, recognizing and evaluating relevant risks, and developing report of audit findings. Documents and provide follow-up on corrective actions and opportunities for improvement identified during the audit process. Supports customer (Employment Network) compliance and verify that the customer is providing services outlined within the agreement IWP. Tracks audit related dispositions (ticket assignments, un- assignments, and terminations) in accordance with appropriate standards.

• Schedules and conducts customer audits against the appropriate standards.
• Gathers all audit requirement artifacts to be input into the management tool.
• Reviews metrics to ensure call quality standards are being met with respect to timeliness and resolution, as applicable.
• Compiles and reports audit findings to leadership.
• Identifies and implements process improvements related to the quality management system, as applicable.
• Monitors changes to process documentation (narrative, control matrix) including risk monitoring.
• Maintains knowledge of ISO 9001:2015 standard. Provides reporting on ISO related activities and may also provide support for other ISO standards.
• Ensures confidentiality in all aspects of auditing process.
• Serves as a point of contact and build long-term relationships with ENs.
• Communicate with both internal and external customers via email, phone, online presentations, screen-share and in person meetings.
• Ensure the timely and successful delivery of solutions according to client needs and objectives.
• Contribute positively to a work environment that is flexible, adaptable, and team based.
• Review and fact-check documentation for accuracy and compliance.
• Prioritize workloads to ensure timeliness and quality standards are met.
• Conduct quality assurance (QA) reviews as assigned by Leadership.
• Analyze work based on current policies, directives, and investigation through available resources and further research.
• Possess, demonstrate, and apply effective leadership skills.

Minimum Qualifications

• Bachelor's Degree or equivalent relevant experience.
• 2 years of relevant experience in quality monitoring in a Service Delivery/Contact Center environment.
• Must be open to travel for the position: 25-50% travel