Specialist, Quality Control

The Board of Pensions of the Presbyterian Church (U.S.A.); Philadelphia (Philadelphia County); On-site; USD 60,000 - 90,000; Full time

Job summary

A leading organization in religious services is seeking a Specialist for Quality Control to conduct audits and ensure data integrity in service interactions. The role emphasizes quality assurance, feedback provision for service representatives, and maintaining compliance with standards. Candidates should hold a Bachelor’s degree and possess critical thinking and detail-oriented skills, alongside proficiency in customer service and Microsoft Office applications.

Benefits

Medical, dental, and vision coverage

Defined benefit pension plan

403(b)(9) retirement savings plan

Generous paid time off

Tuition assistance

Qualifications

• 3 years of experience in training and/or quality control.
• Employee benefits experience preferred.
• Mathematical skills to audit complex calculations.

Responsibilities

• Conducts audits of service experiences and monitors call quality.
• Provides feedback to support quality in member interactions.
• Collaborates with teams for training and content updates.

Skills

Attention to detail

Critical thinking

Customer service orientation

Communication skills

Proficiency in Microsoft Office

Education

Bachelor’s degree or equivalent

Tools

Case Management tools

Job description

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Role Overview:

The Specialist conducts comprehensive audits of the full-service experience, which includes reviewing call monitoring and completion of transactions, identifying exceptions, determining the root cause of errors and trends, recommending approaches for resolution, and ensuring data integrity.

Role Overview:

The Specialist conducts comprehensive audits of the full-service experience, which includes reviewing call monitoring and completion of transactions, identifying exceptions, determining the root cause of errors and trends, recommending approaches for resolution, and ensuring data integrity.

What You Will Do.

• Ensures Service Representatives provide accurate information in a professional and compassionate manner by monitoring incoming and outbound 800-line calls.
• Performs quality assurance review of completed transactions and compliance reports.
• Provides meaningful feedback to support the quality of information and service provided with a problem-solving, solution-driven, and member satisfaction focus.
• Educates and informs Plan Operations team members of the appropriate resources to refer to when responding to Members’ and Employers’ inquiries and when appropriate, provides feedback on their soft skills by scheduling coaching sessions.
• Ensures that Plan Operation team members are equipped to serve in an efficient manner by notifying the appropriate department/team when there is a discrepancy between the Plan document and knowledge base articles, or if clarification is needed for calls and transactions to be handled more efficiently.
• Confirms data for pension disbursements and weekly death benefit runs and reconciles monthly pension disbursements. Audits manual and complex pension calculations, and audits transactions for Board of Pension employees.
• Collaborates with the Training and Continuous Improvement teams in Plan Operations to ensure alignment of content with Board of Pensions standards and style and to identify training needs and delivery. Reviews and recommends knowledge base content updates, including articles, procedures, forms, letters, and email templates.
  
  

What You Need To Succeed In The Role.

• Bachelor’s degree, or equivalent combination of education and experience.
• 3 years of experience in training and/or quality control. Institutional knowledge of benefit plans, processes and policies may be accepted in lieu of training or quality control experience.
• Employee benefits experience is preferred.
• Excellent attention to detail critical thinking skills.
• Exceptional mathematical skills to audit manual and complex calculations.
• Experience with leading customer care technologies including Case Management and knowledge base.
• Proficiency in Microsoft Office Applications.
• Excellent verbal, written and interpersonal skills, including the ability to communicate technical information.
• Excellent customer service orientation and understanding of quality management principles.
• The ability to work both independently and in a team environment.
• An ability, interest, and desire to participate in continuing education opportunities via seminars, industry literature, and formal training and development.
  
  

We Offer a Generous Benefits Package For Eligible Employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.
  
  

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org . If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Religious Institutions

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