Quality Assurance Specialist- Baltimore, MD

In addition to a competitive compensation, this position is also eligible for a sign - on bonus! SUMMARY: We are seeking a detail-oriented and results-driven Quality Assurance Specialist to help drive program excellence and enhance the customer experience. In this role, you will develop and implement quality assurance procedures, conduct quality and customer satisfaction assessments, analyze performance data, and prepare reports that identify trends and opportunities for improvement.

Your insights and recommendations will play a vital role in strengthening processes, improving service delivery, and ensuring exceptional program outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Perform professional work providing quality assurance and monitoring of performance requirements. Conduct case file and computer audits to ensure accuracy, consistency, compliance, and completeness. Review and report staff compliance data to the Program Manager. Determine, document, and forward any areas that need improvement to management.

Provide quality assurance of performance data, and TANF case management tracking in the local database. Provide requested data in a timely manner to the Management team. Review current policies and regulations to ensure program quality standards are met. Assist the Program Manager and follow-up with any needed corrections requested in a timely manner.

Create and maintain a database to track improvements. Work with a team of professionals to ensure contract goals are achieved.

QUALIFICATIONS

To perform this job successfully, an individual must be able to carry out each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. CORE COMPETENCIES: Strong analytical and problem-solving skills, with the ability to collect, interpret, and analyze complex data sets.

Excellent communication skills, with the ability to effectively present findings and recommendations to diverse audiences. Demonstrated ability to develop and implement quality assurance processes, policies, and procedures. Proven experience conducting program reviews, audits, and evaluations, with a focus on identifying areas for improvement and ensuring compliance.

Proficiency in using data management systems and software applications to analyze and report program outcomes. Ability to work autonomously and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines. Must be resourceful and able to work autonomously as well as in a team setting EDUCATION and/or EXPERIENCE: An Associate’s degree in business , public administration, behavioral science, or related field from an accredited college or university.

A minimum of two (2) years experience in an administrative position requiring data entry, quality assurance, data tracking, and report preparation. OTHER SKILLS AND ABILITIES: Personal computer literacy required, including effective use of the Internet, e-mail, and Microsoft Office (Word, Excel, and Outlook) and ability to learn and efficiently utilize various case management software programs.

PHYSICAL DEMANDS: The duties of this job may involve physical activities such as mobility within the workspace, remaining in a seated or standing position, and engaging in effective communication through various mediums. This position may involve handling objects weighing up to 25 pounds. Reasonable accommodations are available to support employees with disabilities in these tasks.

WORK ENVIRONMENT: The noise level in the work environment is usually moderate. You will also have access to our comprehensive benefits package, which includes standard healthcare benefits, in addition to student loan repayment assistance, professional development funds, lifestyle wellness dollars, and so much more! For more information, please visit the KRA website: Careers – Join KRA's Workforce Development Team