Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Client Services Quality Assurance Lead
Job Code:2018-35-4-008
Location:San Angelo, TX
Status:Regular Full Time
  
Responsibilities:


The Client Services Quality Assurance Lead is responsible for overseeing daily activities for a quality assurance team as well as be hands on and perform QA processes to maintain in depth knowledge of audit work activities while also supporting team's ability to meet productivity requirements aligned with business needs and client requirements.  The lead serves as a role model, handling escalated issues, providing training, guidance and assigning tasks to insure required work is completed timely and accurately to meet client and internal expectations. Demonstrates knowledge and expertise in carrying out the following scope of responsibilities:

-Maintain in depth knowledge and ability to perform all audit procedures being performed by the team, and do audits as needed to ensure business and client requirements are met. 

-Lead by example through achieving excellent performance results, as well as adhering to policies regarding compliance, attendance and behavior 

-Provides answers and handles escalation from team members

-Works with management to insure proper staff coverage to perform daily QA tasks.  Assigns duties to staff as needed.
-Proactively supports research, analysis and resolution of questions and issues that arise or as assigned by management

-Assist management in developing tools and/or communicating changes in requirements, systems, processes and procedures, as well as supports transition and adaptation by the team in a positive and effective manner

-Review team and individual productivity and established metrics and identify potential issues and recommendations to applicable in-line supervisory or management staff

-Support client audits and other projects as assigned by management

-Demonstrates Performant core values in performance of job duties and all interactions

-Successfully completes, retains, applies and adheres to content in required training as assigned including, but not limited to, information security, anti-harassment and other compliance and policy/ procedure trainings applicable for position

-Perform other incidental and related duties as required and assigned
 
 
Required Skills and Knowledge:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Below are representative of the knowledge, skills, and abilities required.

-Demonstrated mastery of audit functions for assigned business group

-Strong interpersonal skills

-Demonstrated ability to serve as a positive role model for other administrative/operations staff

-Ability to effectively share information and train others for better results

-Ability to respond to inquiries and provide constructive feedback effectively

-Strong verbal and written communication skills; including excellent phone and email etiquette

-Good problem-solving skills

-Ability to maintain professionalism and composure in difficult interactions or conflict

-Excellent attendance; ability to work core business hours/schedule as assigned, which may change from time-to-time based upon business needs

-Able to maintain confidentiality of sensitive data

-Solid desktop system skills; effective use of standard Microsoft office applications including Outlook, Word, Excel, and PowerPoint; and adept in quickly adapting to use of various business systems and applications

-Solid office equipment operation skills such as fax, copy, scanner, etc.

-Proven attention to detail; excellent organization skills; and ability to effectively prioritize and accomplish diverse workload with high quality

-Ability to successfully perform function with minimum supervision

-Ability to adapt to changes easily and assist others to do so.  

Physical Requirements
Job is in a busy standard office environment with moderate noise level, sits at a desk during assigned office hours, uses office phone system; views a computer monitor, types on a keyboard and uses a mouse.
-Sit approximately 85% of the da

-Stand/walk approximately 15% of the da

-Occasionally lift/carry/push/pull up to 10lbs

-Consistently viewing a computer screen and keyboard frequently up to 75% of time.

-Communicates frequently on the phone with client contacts and internal resources; head-set is also provided
Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Education and Experience:
-Minimum of 3+ years of experience in a business environment with clerical or administrative support duties; preferably in the financial services industry

-Prior experience in a role with some lead duties desirable
-Demonstrated ability to successfully perform clerical duties with minimum supervision
-Ability to adapt to changes easily and assist others to do so
-High School Diploma or equivalent
 


Other Requirements

Performant is a government contractor and has specific client requirements.

-Must submit to and pass background check. Must not have any Federal or State liens resulting from County, State or Federal tax issues.  Must not have any current defaulted student loans.
-Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors.
-Must submit to and pass drug screen.

-Certain client assignments for this position may require submission to and successful outcome of additional background and/or clearances throughout employment with the Company


Performant Financial Corporation is an Equal Opportunity Employer. Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.

-Must submit to and pass background check. Must not have any Federal or State liens resulting from County, State or Federal tax issues.  Must not have any current defaulted student loans.
-Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors.
-Must submit to and pass drug screen.

Performant is a government contractor. Certain client assignments for this position may require submission to and successful outcome of additional background and/or clearances throughout employment with the Company.

Job Profile is subject to change at any time.

Performant Financial Corporation is an Equal Opportunity Employer. Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.

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