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Job Summary

Interpret, build upon, and comply with ServiceSource quality assurance standards. Maintain complaint and nonconformance processing through records and tracking systems, including root-cause analysis and corrective actions. Document quality assurance activities with internal reporting and audits. Develop improved standards for production and design, and create testing protocols for implementation across all service lines. Identify training needs and take action to ensure companywide compliance.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review:

• Develop Quality Assurance Surveillance Plan for assigned annexes and assist Annex managers in developing meaningful key performance indicators.

• Conduct and document contract surveillance of contract Required Service (RS) and assist managers to resolve performance issues.

• Make recommendations for corrective action and actively work with management team to ensure an acceptable level of quality is maintained.

• Coordinate and manage the document change process and maintain current revisions via a SharePoint web-based document management server.

• Review and manage quality control; run searches on database to scan for errors, generate reports and apply corrections accordingly.

  Additional Responsibilities

• Perform root cause analysis on quality defects.

• Formulate and maintain quality assurance objectives complementary to corporate policies and goals.

• Prepare and maintaining documentation and reports on quality issues, statistical reviews and relevant quality documentation

• Review all data obtained during all quality assurance activities to ensure consistency with company policies and procedures.

• Recommend improvements to the production process to ensure quality control.

• Develop new approaches to solve problems identified during quality assurance activities.

• Maintain a working knowledge of government and industry quality assurance codes and standards.

• Train and guide staff on new standards, procedures and processes

• Design and implement quality assurance training programs to key personnel in conjunction with managers. Record and investigate customer complaints regarding quality of services performed.

• Perform random inspections, validate inspection methods, and interact with customers regarding quality of services provided.

• Customer complaint and dispute resolution.

• Perform other related duties as assigned.

  Qualifications: Education, Experience, and Certification(s )

• Associate degree (AA) or equivalent from two-year college or technical school preferred.

• At least 5 years’ experience in quality assurance and/or quality control performing the Primary Duties, or related work experience required.

• Demonstrated experience developing quality assurance/quality control surveillance plans, key performance indicators, and statistical reviews and relevant documentation required.

• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

  Knowledge, Skills, and Abilities

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to write reports, business correspondence, and procedure manuals.

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Basic ability to operate a computer using Microsoft Office software. Must have knowledge of creating spreadsheets and graphs.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk, sit, and climb ladders. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• · Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance. A generous paid time-off program in which the benefits increase based on your tenure with the company.

  ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information