Quality Assurance Specialist

Trustmark's mission is to improve wellbeing - for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you'll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.
This role is responsible for the designing, implementing, administration, and enhancement of the Quality Assurance programs for Billing Operations / Customer Service Teams. This role will support process improvement through direct involvement, facilitation, documentation of processes/ work flows/ procedures and other deliverables. Collaborate with team leadership to identify trends, solutions, and proactive measures to sustain quality assurance. Serves as a technical/professional subject matter expert for leadership and team members. Provide performance input and recommendations to leadership in relation to ongoing development needs, prioritization of process / quality changes, and publication of quality metrics.
Quality Programs
- Outlines quality assurance procedures and policies
- Oversees implementation of quality assurance procedures
- Ensures the efficiency via quality inspections of customer interaction & process adherence
- Identify and apply quality standards which lead to successful customer satisfaction
- Evaluate outcomes of quality inspections and proposes corrective measures
- Collaborate with leadership to ensure alignment with standard operating procedures and processes via regular quality assessments
- Support the use of organizational change management methodology, Managed Change®. Partner with leadership on cross-functional Quality Assurance initiatives
Process Improvement & Process Maintenance
- Identify and lead creation of new workflows, processes and other documentation for reference and training purposes. Maintain, revise and expand existing process documentation
- Conduct and facilitate root cause analysis for quality, system, and customer issues; implement or recommend corrective / improvement actions
- Facilitate process improvement efforts ranging from continuous improvement to process redesign using methodologies such as Lean, Six Sigma, reengineering, etc
- Participate in or lead cross-functional and/or cross-divisional efforts to identify, document or improve processes - workflow, RACI, etc
- Maintain inventory and prioritization of process improvement ideas
Reporting & Strategic Communication
- Provide analytical and trend reporting
- Prepares quality documentation and analytical reporting that capture/identify trends including but not limited to: process gaps, performance concerns, areas of excellence, and coaching effectiveness
- Effective communication and interact with multiple teams and associates at all levels of the organization
- Publish Quality Metrics in approved vehicle of communication via the approved frequency
EDUCATION and EXPERIENCE
Minimum Requirements
- High School Diploma or GED
- 5 plus years of Quality Assurance experience or related skillsets
- In-depth knowledge of quality management system (QMS) procedures
- Able to develop solutions in relation to Process Improvements
- Able to develop Standard Operating Procedures
- Excellent verbal and writing skills
- High level of Attention to Detail
- Excellent Business Communication Skills (verbal and written)
- Demonstrate clear understanding of Billing & Call Center concepts and practices
- Outstanding problem-solving and decision-making skills
- High level of autonomy - Assignments are often self- initiated and self-supervised.
- Proficient Use of Word, Excel, Outlook, Power Point, and Analytics tools
- Ability to effectively manage and prioritization tasks and meet established deadlines
Preferred
- Bachelor's degree in Quality Assurance or related field
- 7 plus years of Quality Assurance experience or related skillsets
- Experience with quality analytics & publication methods
- Ability to learn quickly and seek out new knowledge
- Knowledge of multiple Quality Management Systems
Brand: Trustmark
Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.
For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.