Teammate Care Compliance and Quality Assurance Consultant

Teammate Care Compliance and Quality Assurance Consultant

Requirements

• Bachelor’s degree or equivalent work experience.
• Three years of experience in area of discipline.
• Ability to work independently in a fast-paced environment with changing priorities.
• Proven ability to handle confidential, non-public or otherwise restricted information with integrity.
• Ability to collaborate and partner effectively with multiple stakeholders across the organization and with vendors.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office suite, SharePoint, and Excel.
• Proficiency in conflict resolution and problem-solving techniques.
• Strong communication skills, including active listening.

Responsibilities

• Perform quality assurance and audits to evaluate compliance with regulatory requirements and department programs/practices/guidelines by monitoring phone calls, emails and cases. Document findings and analyze the results to identify recommendations.
• Responsible for documenting audit findings within required timeframes, making recommendations and providing appropriate training.
• Mitigate regulatory and legal risks by interpreting and providing guidance on the administration of programs and policies in accordance with the applicable federal and state laws.
• Serve as a content expert for area of discipline and support ongoing training initiatives to address areas of improvement and potential risks.
• Recommend topics for team meetings/audit guidance to improve compliance as a result of audit findings.
• Perform Workday and other systems testing for new releases and enhancements, including assisting with Annual Enrollment testing as well as testing with new and ongoing updates.
• Maintain close working relationships with benefits, compensation, leave and payroll to ensure collaboration on the end-to-end processes for assigned program(s).
• Respond to changing priorities to meet deadlines, demonstrate sound judgment when responding to requests for data and/or sharing of data and handling confidential, non-public or otherwise restricted information with integrity.
• Manage record retention process mandated by the organization and other regulatory agencies for each discipline.
• Develop & maintain procedural documentation for internal audit procedures via electronic procedure management database
• Develop monthly/quarterly reporting on audit activities using electronic resources/databases, to produce team stats
• Process development and optimization utilizing technology resources

Preferred Qualifications

• Discipline specific certification (i.e., Audit, Risk, Compliance, Control development)
• Experience with Workday & Amazon Connect (IVR)
• Experience with Salesforce and ServiceNow case management systems
• Experience with development of data & analytics, forecasting
• Experience leading/ managing projects through to implementation