Quality Assurance & Process Improvement Specialist

Automatic Data Processing, Inc.; Chicago (IL); On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401K

Generous PTO

Job summary

CEDA (Community and Economic Development Association) in Chicago, IL is seeking a detail-oriented Quality Assurance Specialist to uphold high-quality standards across programs, call centers, intake, and processing operations. The role focuses on developing and maintaining SOPs, conducting audits, analyzing data, and coordinating improvement initiatives while handling confidential information.

Qualifications include an associate’s degree or 3 years in customer service; bachelor’s degree

Qualifications

• Required: Associate's degree or three years of experience in a customer service environment.
• Preferred: Bachelor's degree. Experience in process improvement, quality assurance, or root cause analysis.
• Bilingual in English and Spanish is a plus but not required.
• Strong verbal and written communication, attention to detail, organizational and analytical skills.
• Ability to manage multiple priorities and work effectively in a team.

Responsibilities

• Conducts and documents quality assurance activities, audits, and process reviews across multiple programs, call centers, intake, and processing operations.
• Develops, reviews, and maintains SOPs, work instructions, and training resources.
• Reviews program processes for compliance with policies and quality standards.
• Identifies trends and opportunities for improvement through audits and data analysis.
• Recommends and implements supplemental training to address audit findings.
• Applies QA methods to assess compliance with requirements.
• Coordinates projects focused on process improvement and performance.
• Maintains goals set by QA Supervisor and Training and Quality Manager.
• Handles sensitive information with discretion and professionalism.

Job description

CEDA (Community and Economic Development Association) in Chicago, IL is seeking a detail-oriented Quality Assurance Specialist to uphold high-quality standards across programs, call centers, intake, and processing operations. The role focuses on developing and maintaining SOPs, conducting audits, analyzing data, and coordinating improvement initiatives while handling confidential information.

Qualifications include an associate’s degree or 3 years in customer service; bachelor’s degree