Quality Assurance Specialist - Jacksonville - Townfolio

    Townfolio
    Townfolio Jacksonville

    10 hours ago

    $60,000 - $65,000 (USD) per year
    Description

    Call Center Quality Assurance Specialist

    Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

    The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with Florida SLA requirements. This role is onsite based in our Tallahassee, FL office.

    Core Responsibilities:

    • Conduct quality review of both financial and non-financial transactions including:
    • Financial: Contributions, withdrawals, refunds, lockbox reconciliation, monetary adjustments
    • Non-Financial: Demographic updates, banking changes and client correspondence,
    • Review outgoing correspondence and present quality score results to management

    Reporting and Compliance:

    • Reviews Compliance Dashboards and corresponding reports to identify/correct potential processing/system errors.
    • Coordinate and manage requests for audit documentation.
    • Review and validate controls over reporting processes.
    • Maintain documentation of control procedures, narratives, and risk matrices.
    • Track control exceptions and manage remediation efforts.
    • Support walkthroughs and interviews with process/control owners.
    • Ensure timely completion of audit evidence gathering and submission.
    • Monitor and resolve issues identified and reflected on the various compliance dashboards, i.e., invoice dashboard, finance dashboard, foundation dashboard, and fraud dashboards.

    Call Center Oversight:

    • Quality Control calls, chats, emails for the Client's call center as part of Vendor oversight.
    • Monitor and score customer engagement representative calls
    • Prepare training opportunities for the call center
    • Assist with preparing monthly call center oversight report

    Cross Department Support:

    • Will be required to assist and be cross trained in all departments to assist with processing, compliance review, audit, and any other areas deemed necessary based on work volumes.

    Requirements:

    What You Will Need to Succeed:

    • High school diploma or equivalent required.
    • Minimum 2 years of experience performing transactional work in a financial or operational environment.
    • Strong analytical, research, and problem-solving skills.
    • Keen attention to detail and commitment to accuracy.
    • Self-starter with the ability to manage time and priorities in a fast-paced, high-volume setting.
    • Effective communicator with the ability to train, coach, and provide constructive feedback to peers.

    Preferred Qualifications:

    • Experience with SOC audits or internal controls.
    • Familiarity with compliance dashboards or QA tools.
    • Prior QA or process improvement certifications (e.g., Six Sigma, ISO)

    What We Offer:

    • A dynamic and supportive work environment in a mission driven organization
    • Competitive salary and benefits package, including health, dental, vision insurance
    • PTO (paid time off)
    • HSA and FSA options
    • 401(k) plan with matching contributions
    • Paid parental leave
    • ABLE matching contributions for the disability community
    • Employer paid short term and long-term disability insurance and group term life insurance
    • Financial and legal assistance through our EAP (Employee Assistance Program)
    • Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
    • The chance to make a significant impact on the delivery of government services and the lives of citizens

    EEO Statement:

    We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.

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