Quality Control Audit Specialist

  • Location
    Orlando, Florida
  • Job type
    Contract/Temp to Hire
  • Salary
    $11.75/Hour
  • Category
    Office, Clerical & Administrative

Adecco is assisting a local award winning client in recruiting for A Quality Control Audit Specialist, to work in an exceptional work environment. Reporting to the Quality Manager, the Quality Control/Audit Specialist is responsible for ensuring accurate and prompt evaluations and reporting activities according to the organizations policies, procedures and performance measurements to ensure contract compliance, professional standards and commitments to the Central Florida Expressway Authority CFX). The Quality Control/Audit Specialist will also provide support in implementing activities to identify and eliminate causes of unsatisfactory performance and in meeting business goals while adhering to Quality policies and procedures. Duties and Essential Job Functions: 1. Conduct call monitoring on a daily basis to ensure minimum contractual performance requirements are met. Report the results to applicable business unit managers and supervisors, and follow up on required corrective action to address any nonconformities, as directed. 2. Monitor front counter wait times daily at each Service Center to ensure contractual performance requirements are met. Report the results to applicable business unit managers and supervisors, and follow up on required corrective action to address any nonconformities, as directed. 3. Collect agent and customer feedback, consolidate the data, and report results to the Quality Manager. 4. Provide support for call calibration activities and in monitoring agreed action steps resulting from the calibration. Participate in call calibration activities as directed and perform other quality control inspections as directed. 5. Assist in the development, implementation and maintenance of the organizations documentation structure and requirements. 6. Identify opportunities for improvement or potential areas of concern by providing recommendations for changes to existing policies and procedures that may be required to improve operations or support changing business requirements. 7. Identify problems with office equipment, systems, processes, and general service issues, and communicate and coordinate with appropriate personnel from applicable business units accordingly. 8. Maintain accurate and orderly records for all audit and inspection activities, which include but are not limited to, audit reports and results, nonconformity logs, and corrective and preventive action logs. 9. Provide periodic updates summarizing the status of tasks assigned and assure that this information is effectively utilized for continuous improvement. 10. Ensure compliance with quality assurance and monitoring of E-PASS and VES operations. 11. Maintain a high standard of deportment and adherence to Quality policies as well as other company policies and procedures. 12. Emphasize and enforce the importance of E-PASS and VES performance measurements and support business processes and decisions implemented by management and CFX. 13. Work cohesively with other business units in the organization, including CFX, subcontractors, vendors and other related parties as necessary. 14. Perform other tasks or special projects as required and assigned. Required Education and Experience:  High School Diploma; Associates degree in a related discipline preferred.  Two plus years experience in the areas of customer service and transaction processing with direct work experience in transaction data processing and reporting for a service-oriented business. Intermediate proficiency in Microsoft PowerPoint, Excel and Word. Must have ability to learn new computer applications and systems.



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Reference number US_EN_99_023513_11859912