Quality Assurance Specialist

We are seeking a professional, hard-working Quality Assurance Specialist who is adept at engaging in supportive conversations and has experience working with underserved or hard-to-reach individuals and families. This role is central to enhancing client outcomes by gathering accurate information with care, ensuring individuals feel supported and secure, and providing actionable insights to support case management teams. - Conduct outreach to clients to assess satisfaction, gather feedback, and identify opportunities to enhance service delivery and client outcomes. - Analyze client feedback to identify gaps or concerns and collaborate with the QA and case management teams to develop supportive solutions aimed at improving client success. - Partner with case managers by providing clear, structured feedback to ensure a member-centered approach where client goals are actively supported. - Maintain organized, detailed documentation of outreach and feedback to support team learning, inform quality improvement initiatives, and contribute to positive client outcomes. - Demonstrate a solutions-oriented mindset to handle a variety of tasks that directly support the team's mission of service excellence. - Communicate professionally via phone to build rapport and accurately capture client insights, enabling more effective team support and follow-up.