Client Implementation Quality Assurance Analyst

Description

At Asurint, we’re building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening – all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed. 

Summary

The Client Implementation Quality Assurance Analyst is responsible for monitoring and improving the quality of Client Implementation interactions, projects, and tasks through data analysis, reporting, and training.

Responsibilities

• Collects, monitors, and analyzes data to measure the effectiveness of programs and procedures; performs daily internal quality audits of Client Implementation projects, tasks, and interactions. 
• Evaluates key department processes, including case, project, and task documentation requirements; identifies areas for improvement and drives development and implementation of solutions.
• Ensures complete and accurate responses are made for all implementation inquiries, concerns, and requests about the company’s products and services through quality control processes and ongoing team training.
• Uses data from quality scores to make recommendations on training initiatives; conducts training sessions to ensure teams are properly educated on processes and procedures.
• Determines individual scoring and provides feedback as needed based on experience, department practices, guidelines, and requirements.
• Produces detailed reports on project progress, task completion, customer satisfaction (CSAT), and other key performance indicators to support continuous improvement and informed decision making.
• Identifies new opportunities or methods to document and track quality metrics in the Salesforce platform. 
• Maintains a working knowledge of latest organizational processes and IT advancements to automate and/or modernize internal systems for Client Implementation use.
• Handles confidential information responsibly and with good judgment.
• Demonstrates a comprehensive understanding of services we provide to better facilitate questions and provide appropriate coaching and training.
• Creates and maintains a centralized repository (knowledge base) of all Client Implementation policies, procedure guides, best practices, and training materials.
• Completes special projects as assigned.
• Other duties as required.

Requirements

• Experience leading at the functional level is required. 
• Experience implementing customer account change and handling customer service inquiries is required.
• Previous quality audit experience is preferred.
• Experience presenting relevant information to internal and external clients is required.
• Experience with the legal/court system is preferred.
• Experience with background screening is preferred.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software is required. Relevant business management systems such as general ledger, HRIS, CRM, etc. is preferred.  
• Education: Associate degree in business administration or a related field is required. Bachelor’s degree is preferred.
• Certifications or licensure: If you do any work-related driving while at Asurint, a driver’s license and ability to maintain a driving record that is satisfactory to the company’s liability insurance carrier is required.
• Years of relevant experience: 1 to 3 years is preferred.
• Years of experience supervising: None.

Working Conditions

• The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.
• This position is performed remotely within the United States or in an office setting in the Cleveland, Ohio headquarters, although off-site meetings in various settings may occur.
• Inside Asurint’s office environment, the noise level is usually quiet to moderate.
• In a remote setting, the employee is responsible for maintaining a safe and secure work environment, for arranging the off-site workspace in an ergonomically sound manner, and for maintaining standard Internet speeds in order to work effectively.   
• In a remote setting, the employee is required to ensure that all equipment and records that are the property of Asurint but have been relocated to the off-site workplace, are maintained in a safe and secure manner and are used only for business purposes. 
• The schedule is generally normal Ea