Hybrid: Minimum of 2 days per week - Winchester, VA or Pensacola, FL 

REL Quality Control Specialist I

Responsible for providing quality control and support for business unit team members and leadership. Monitor, document, and evaluate interactions across multiple media to determine service quality and ensure compliance with regulatory requirements, industry standards, and operating procedures. Apply various quality control support skills to support business initiatives. Performs moderately diverse job duties in a specialized area.

Responsibilities:

• Monitor, document, and evaluate interactions to ensure service consistency, regulatory compliance, and determine service quality
• Provide and document feedback to team members and leadership through standardized tools
• Identify team member and peer areas of improvement and provide prompt recognition of positive performance
• Identify and report situations/patterns of activity indicating potential fraud or abuse
• Identify and report training, procedural, and automated systems issues and/or concerns
• Assess the impact of process and procedural changes on member service quality
• Maintain, apply, and communicate knowledge changes and new trends in quality systems/technology
• Exhibit commitment to organizational success and members and/or internal customers' satisfaction
• Identify and resolve operational and performance gaps and obstacles; recommend changes and improvements that increase efficiency and effectiveness and reduce time and/or cost
• Participate in quality learning experiments and initiatives within the business unit and across the organization
• Conduct discovery and analysis of existing quality processes and key controls and identify future internal control trends or new standards
• Develop and maintain critical relationships with key technical/non-technical stakeholders; provide guidance and assist in managing the scope of assigned projects
• Collect and analyze data from monitored results and member journeys to deliver insight and make recommendations to management and/or stakeholders
• Perform other duties as assigned

Qualifications and Education Requirements:

• 2-4 years of relevant experience
• Effective knowledge of organizational functions, philosophy, operations, and objectives
• Effective knowledge of systems, procedures, policies, and practices
• Effective knowledge of federal regulations
• Effective word processing, spreadsheet, and presentation software skills
• Effective interpersonal, verbal, and written communication skills
• Effective skills exercising initiative and using good judgment to make sound decisions
• Experience working in cross-functional, multi-dimensional teams and projects
• Effective research and problem-solving skills
• Advanced active listening skills to accurately respond to inquiries and account requests
• Effective skills following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
• Effective skill in providing constructive criticism, feedback, and solutions to drive performance and achieve goals
• Effective skill guiding and training less experienced staff
• Effective skill in successfully influencing, leading, and/or guiding others toward goals

Desired Qualifications and Education Requirements:

• Associate's degree in business, finance, or related field
• Experience in supervising and leading employees
• Experience in training and development of staff

CC Pace is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic under federal, state, or local laws.