21 Quality Assurance jobs in Lebanon

Hiring: W2 Candidates Only

ASM Research provides services in support of the Military OneSource Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or "participants," which includes military service members, their families, and eligible civilians at locations worldwide. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail and include non-medical counseling; financial counseling; tax assistance; spouse education and career information; adoption information; child care; Exceptional Family Member Programs (EFMPs); deployment support; disability information; elder care; educational services for adults, children, and youth; relocation services; pet care; health and wellness coaching; housing assistance; legal service referrals; single service member services; lodging; military benefits; relationship support; skill building services for parenting; spouse relocation and transition; peer-to-peer support; and support for everyday issues (e.g., locating a plumber or automobile mechanic).

Quality Assurance Analysts provide QA support to monitor performance for all Military OneSource operations to meet minimum standards in the SLAs and Performance Metrics. In this role they will monitor customer interactions and review/analyze customer feedback to evaluate overall customer experience. Assigns root cause and identifies systemic quality problems. Uses data from call observations to create quality improvement action plans and drive projects working with team and third-party vendors. Accurately compares measurements between team, vendors and client partners. Reports findings from complaints and call monitoring to the client, internal, and vendor teams. Makes recommendations on quality initiatives.

Job Responsibilities

• Conducts audits and reviews using scoring protocols for calls and/or case records using a pre-determined set of criteria, documenting results in a detailed report.

• Supports data entry and analysis following URAC minimum standards and defined SOPs as specified in the Quality Management Plan.

• Maintains and provides all records and reports pertaining to QA documentation.

• QA Analysts adhere to and promote auditing standards, participate in team meetings, training requirements and calibration sessions.

• Supports analysis of Duty to Warn, Adverse Incidents, and Mandated Reporting in compliance with defined processes and reporting standards

• Monitors customer interactions for timeliness of answer, active listening, request/issue identification, correct call hold, professionalism, compliance requirements, request/issue resolution, and appropriate closing.

• Analyzes survey results for improving communication process and providing feedback to the communication owners.

• Utilizes quality monitoring program to compile and track performance at individual, functional, and program levels.

• Provides feedback to agents and managers based on observed strengths and improvement opportunities.

• Analyzes readership, comprehension and application of communicated actions.

• Serves as a resource and escalation point for all lines of business so that reviews of calls are accurate for technical content and employees are provided with the correct policies, procedures, and/or reference materials.

• Identifies trends in service and provides that data to the training team to enhance current training.

• Documents customer/call communications processes and makes recommendations.

• Implements operational process improvement initiatives on a regular basis, as well as through long-term projects.

• Provides call quality metrics data to generate and maintain volume forecasts to support management with scheduling and staffing needs.

• Leads brainstorming sessions to improve call system, communications processes, customer satisfaction, agent processes and agent effectiveness.

• Completes activities related to deploying communications including but not limited to creating checkpoints based on important points, creating surveys for reader feedback and continuous improvement, and providing recommendations for communications process improvement.

• Coordinates with client to create content for agent communications.

• Develops and distributes new agent communications, researching content and obtaining appropriate feedback and reviews as needed.

• Creates and implements training plans to orient new hires and ensure a smooth transition from learning environment to daily production environment.

• Identifies agent communication needs and makes recommendations to Call Center management.

Minimum Qualifications

• U.S. citizen and fluent English speaker

• Possess strong written and verbal communication skills

• Must submit to and successfully pass a DoD-initiated Tier 2 - Public Trust Background Investigation

• Bachelor's degree and 5 years of contact center quality assurance experience (additional 4 years of work experience may be considered in lieu of Bachelor's degree)

• Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project)

Other Job Specific Skills

• Demonstrated ability to contribute to quality assurance program creation or execution.

• Experience with call center call monitoring/recording software.

• Exceptional customer service and problem-solving skills.

• Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.

• Excellent analytical skills and strong decision-making abilities.

• Proven ability to achieve and maintain departmental quality standards.

• Strong Internet software and Windows operating systems and software skills.

• Demonstrated ability to train and develop new and existing support agents.

• Excellent interpersonal, facilitation, and relationship management skills.

• Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines.

• Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques.

• Great coordination skills across multiple departments of the Customer system.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$25.00

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Sechan Electronics is committed to the development, testing and manufacturing of military defense electronics systems and subsystems for the Department of Defense and Prime Contractors. As a leading Department of Defense contractor, our dedication to excellence has made us one of the most respected electronic manufacturers in the industry.

Located in Lititz, PA and Lancaster, PA, we are currently accepting applications for a Quality Assurance Engineer I at our Lititz facility. Please review all of the below information and if you are qualified and interested apply today!

The Quality Assurance Engineer I manages and supports daily activities for all quality aspects related to circuit card assembly, cables, and electro-mechanical assembly for specific program(s) or for a specific Customer's contract(s).

Position Responsibilities:

* Manages all aspects of the Quality Assurance requirements of assigned projects including but not limited to Contract and Requirements Reviews, Quality Planning, Control Plans, First Article Inspection (FAI), Floor Support, Product Release, and Failure Reporting and Corrective Action System (FRACAS).

* Plan, develop, and executes processes to ensure projects operate in accordance with AS9100 Quality Management System (QMS) and Quality Assurance related Standard Operating Procedures (SOPs), customer contractual requirements, Quality Clauses, FARs, and DFARs.

* Write necessary plans, procedures, reports, and presentations to communicate with internal and external customers.

* Evaluate and disposition nonconforming material.

* Responsible for managing Customer Complaints and documenting Root Cause, and Corrective Action Reports for assigned projects.

* Perform and document all tasks for First Article Inspection.

* Build and maintain relationships with customer quality representatives.

* Develop and write project related reports.

* Performs process manufacturing and process audits and participate in process improvement.

* Executes all duties in an ethical and professional manner.

* Performs other tasks and duties as assigned to drive the vision, fulfill the mission, and abide by the values of his organization.

Skills & Abilities:

* Excellent communication skills and organizational abilities.

* Ability to complete a wide range of tasks of moderate complexity using good technical judgement and critical thinking.

* Strong customer service skills and focus required.

* Ability to take initiative, to meet deadlines, and to work independent a team environment essential.

* Technical drawing knowledge and usage of standard measuring tools (calipers, micrometers, thread gages, etc) is preferred.

* Knowledge of statistics, probability, algebra or scientific notation.

* Good interpersonal skills with the ability to get along with a diverse workforce and interface with all levels of the organization.

* Commitment to company values

Qualifications:

* Bachelor's Degree in an Engineering field; or 20+ years of Quality Assurance or Quality Control experience in lieu of degree combined with a demonstrated track-record of accomplishments and with satisfying customer's requirements.

* 2+ years in an engineering/quality role preferred.

* Knowledge of basic electrical circuits and manufacturing of harness or electro-mechanical assemblies is a preferred.

* Professional Association license or certification (ASQ) preferred.

Work Environment:

* Office Environment: Requires physical capability to work in an office environment including sit/stand up to 9 hours a day, lifting 30 lbs, and use basic office tools such as a computer, copier/printer, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Hours: 7:00 AM - 4:30 PM Monday - Thursday; Friday 7:00 AM - 3:30 PM with additional hours as needed to meet demand. Occasional off-shift hours may also be required to provide support to operations.

* 9/80 work schedule.

* Occasional travel may be required.

* Office located in Lancaster facility with periodic visit to other facility.