Xerox Quality Assurance Specialist in Richmond, Virginia

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices .

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Job Description:

Customer Care Associate IV, Quality

Job Description ID:

2736

Job Summary:

Organization Segment:

Xerox Services

Reports To:

Varies based on specific assignment

Global Job Role Title:

Customer Care Associate IV, Quality

Global Job Code:

CA06A04203

Global Job Level:

A04

Job Family:

Customer Business Operations & Administration - CA

Sub-Family:

CA06 - Customer Care

Job Role Summary

Responsible for completing quality audits on transactions with detail research and investigation if the transaction has been processed according to standard procedures and policies.

Purpose:

Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.

The purpose of this role is to monitor customer service interactions as well as representative adherence to policy / practice as input for training purposes. Role works independently exercising appropriate business judgment and problem solving skills.

Level Guide Statements - General:

Senior level job with extensive work experience .

Has developed expertise in a variety of work processes through job-related training .

Generates new and innovative solutions to complex problems, and proposes improvements to processes .

Analyzes complex technical problems and delivers solutions where precedent may not exist .

Works autonomously within established procedures and practices .

May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules .

A portion of time is normally spent performing individual tasks relation to the unit or sub-unit .

Main Responsibilities:

Conducts audits and reviews/analyzes data and documentation .

Uses the organization's resources to enhance customer satisfaction .

Ensures that data and information are sufficiently accurate and reliable .

Participates in design of quality scorecard formats and quality standards .

Performs transaction audits and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Actively participates in internal and external calibration sessions.

Provides feedback \coaching to agents based on audit findings.

Prepares and analyzes internal and external quality reports for management staff review.

All other duties as assigned .

Education Requirements:

Min/Preferred

Education Level

Additional Details

Minimum

High School Diploma / (GED) / Secondary School GCSE or equivalent

Preferred

Associate Degree / College Diploma /Cegep / A Levels

Candidate Background: Skills, Knowledge and Abilities:

Min/Preferred

Skills, Knowledge and Abilities

Minimum

The role holder will have extensive experience and expert skills and experience in a variety of roles

Minimum

Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities

Minimum

Versatility, flexibility, and a willingness to work enthusiastically within an environment of changing priorities

Minimum

Experience using computer applications used in performance of role

Minimum

1-2 years of Medicaid or healthcare experience

Preferred

Excellent systems literacy knowledge – MS Office, Excel, Word, Internet, Web Conferencing

Preferred

Bilingual (English and Spanish)

This job description is meant as a guideline for applicants, and employees of Xerox. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the position. This document does not create, and is not part of, an employment contract. Please note the position may change to meet the changing requirements of Xerox’s business. Employees may be assigned duties either, in addition to or instead of, those set out in this document and the position is subject to further changes at Xerox's discretion.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Customer Care

Organization: Government Healthcare Site

Title: Quality Assurance Specialist

Location: Virginia-Richmond

Requisition ID: 16028372

Virtual/work from home? No