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Quality Assurance Agent

Denver, CO

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JOB SUMMARY: The Quality Assurance Coordinator is responsible for monitoring, evaluating and directing staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.


1. Ensure activities and processes are in compliance with both company QA standards and applicable contractual standards
2. Enter, transcribe, record, store, or maintain information in written, electronic and magnetic form relating to services, processes and quality systems
3. Conduct quality assurance for completeness, accuracy, consistency and conformity
4. Coordinate review activities as assigned by management and document the disposition of evaluation challenges
5. Initiate, recommend or provide solutions through designated channels and verify the implementation of solutions
6. Maintain updated knowledge of the program, including policies and procedures as referenced in the employee and quality manual
7. Research and gather data for special studies
8. Assist with training as needed
9. Perform other duties as may be assigned by management

Job Requirements

• A Bachelor’s Degree from an accredited college or university required, equivalent experience considered in lieu of degree
• Proficient in the use of Microsoft Office products
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently
• 1 year experience in a quality assurance role, preferably in a contact center or customer service environment required
• Ability to conduct and manage project reviews and communicate process improvement recommendations

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