Quality Assurance and Training Specialist HR Solutions Center
University of Maryland Medical System
- Linthicum Heights, MD
- Full-time
- Day shift
Job description
Job Requirements
Ensures consistency and quality of service delivery by evaluating case handling and developing targeted training programs. Monitors performance against established standards and identifies improvement opportunities. Supports onboarding and ongoing development of staff to drive service excellence and compliance.
Primary Responsibilities
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.
• Evaluate cases and interactions for adherence to quality and service standards
• Develop and maintain quality assurance scorecards and evaluation tools
• Track and analyze quality metrics and performance trends
• Identify performance gaps and recommend performance improvement strategies, training interventions, and process enhancements
• Design and deliver onboarding training for new staff
• Develop and implement remediation training for performance improvement
• Facilitate coaching and feedback sessions to improve performance
• Partner with leadership to enhance processes and knowledge resources
• Conduct calibration sessions to ensure consistency in quality evaluations
• Perform all other related duties as assigned.
Work Experience
Education & Experience - Required
• Bachelor’s degree in Human Resources, Business, or related field.
• 5 (five) years of experience in HR with at least three years of experience in HR operations or quality assurance.
• Demonstrated experience collecting, analyzing, and reporting quantitative data (e.g., quality scores, service-level metrics, or KPIs) to identify trends and inform recommendations.
Education & Experience - Preferred
• Experience developing and delivering training programs.
• Experience using case management or ticketing systems.
• Experience designing or administering quality assurance programs, scorecards, or calibration processes in an HR shared services, contact center, or customer service environment.
• Experience building reports or dashboards using tools such as Excel (pivot tables, advanced formulas), Power BI, or ServiceNow reporting.
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