CTG Quality Control Analyst in Amherst, New York
Title: Quality Control Analyst
Job Number: 19206143
Come join us and grow your career with CTG! Apply with CTG for this exciting opportunity!
Duration: 11 months
Location: Amherst, NY
Position: Quality Control Analyst
Hours: Hours vary between 8:00am-5:00 pm
Pay Rates: Based on experience
Position Overview & Responsibilities:
•Review the work of Admin Support to provide detective testing and controls over the work to identify root cause and develop action plans to prevent occurrences from continuing.
•Coordinates and administers a preventative quality control program within the Admin Support department.
•Manage daily reviews of process quality testing results and exception reporting for Consumer &/or Mortgage products and confirms remediation is completed timely.
•Coordinates control plans and analyzes quality testing/results and exception reporting to identify need for corrections to achieve expected results.
•Analyze quality results to determine trends, risks, etc. and develops solutions for consideration in process enhancements
•Operate as line of defense for admin support and work to develop mitigation plans, as well as identify root cause.
•Utilize control reports to observe agents actual state compared to schedule state compared to service level agreements and partners with agents/management to take action based on observations.
•Complete daily reviews of letter/document and escalate accordingly
•Perform detective testing
•Identify gaps in the processes/ workflows and develop solutions to those deficiencies.
•Maintain knowledge of compliance, procedure updates, and policy.
•Perform investigation and escalation for complex or high severity complaints and remediation items.
•Provide recommendations for improvements to Default teams.
•Conducts training with team as necessary
Required Skills and Experience:
•A.A.S. or B.S. degree is required
•Default experience required
•Call Monitoring/ Collections Agent experience
•Thrives in changing business environment, flexible and committed
•Outstanding organizational skills with the ability to juggle multiple projects and priorities; must work well in a dynamic, fast paced work environment
•Excellent oral and written communication skills
•Strong time management and organization skills
•Experience in operations or financial background is preferred.
•Ability to conduct data analysis and spreadsheet work in Microsoft Word, Excel, PowerPoint, Outlook
•No third party resumes will be accepted
•Drug testing and/or other employment-related inquiries may be conducted
•All individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors)!
•Candidates must currently reside in USA or Canada
•CTG is an Equal Employment Opportunity employer. CTG is an E-Verify Company
To be considered for this opportunity, please apply directly through our website by clicking the link below or email your Word version resume and salary expectations to Caitlin.email@example.com
CTG develops innovative IT solutions to address the business needs and challenges of companies in several higher-growth industries including healthcare, technology services, energy, and financial services. CTG provides managed services IT staffing for major technology companies and large corporations and is also a leading provider of IT and business consulting services to the healthcare market. Backed by nearly 50 years' experience and proprietary methodologies, CTG has a proven track record of delivering high-value, industry-specific solutions. CTG operates in North America and Western Europe and had approximately 3,800 employees at December 31, 2014.
CTG employees represent CTG to our clients and we understand that their success drives our success. As a result, CTG works diligently to provide our employees programs and processes to support them in performing their jobs, honing their skills, and advancing in their careers.
Computer Task Group, Inc. is a strong advocate of workforce diversity. EOE/AA. Minority/Female/Disability/Veteran.
CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.
CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
Job: Information Technology