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Quality Assurance Specialist

Richardson, Texas Position Type Full Time Req ID: 2020-449984

We are North America’s leading security services provider with over 200,000 phenomenal employees. At Allied Universal, we pride ourselves on fostering a promote from within culture.  There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. 

 

For all full-time positions, we offer medical, dental and vision coverage, life insurance, 401K, employee assistance programs, company discounts, perks and more! We also offer part-time and flexible schedules!

 

Start your phenomenal career with Allied Universal today!

The Quality Assurance Specialist is responsible for ensuring the services being delivered by the monitoring center meet the established standards set forth by the company. This position will monitor and advise on the performance through data analysis, measuring against set indicators and generating reports for management review. It will be responsible for identifying trends and making recommendations for improvement where needed. This position will also support with other data review requests as required.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:  Those duties necessary to meet the minimum requirements of the position.  Other duties may be assigned:

Responsibilities include, but are not limited to:

  • Reviews event processing, call handling and data entry quality.
  • Provides actionable data and feedback through routine reporting to monitoring center supervisors and leadership team.
  • Identify and recognize monitoring center performance trends and communicate to leadership team.
  • Identify areas where additional training may be required.
  • Ensure service delivery is meeting internal and external customer expectations and demand.
  • Provide recommendations on solutions for issues that are identified.
  • Assist with the development of KPI’s that monitor adherence to the company quality standards and progress in continuous improvement programs.
  • Supports with the fulfillment of HMS requests for retrieving data at the request of customers for incidents and events used in investigations, PD requests, subpoenas, etc.

QUALIFICATIONS:  To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or experience required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • High School Diploma or equivalent required.
  • Minimum of one-year experience doing QA in a monitoring center environment.
  • Excellent verbal and written interpersonal, and communication skills.
  • Neat and professional appearance.
  • Friendly and professional demeanor.
  • Computer proficient with advanced capabilities to utilize MS Word, PowerPoint, and Outlook.
  • Ability to meet deadlines on multiple assignments/projects and operates with a sense of urgency.
  • Dedicated and focused; able to prioritize multiple tasks and follow through to achieve project goals.
  • An independent and self-motivated professional with excellent writing and verbal skills.
  • Ability to grow positive relationships with clients and colleagues at all organizational levels.

PHYSICAL/MENTAL REQUIREMENTS AND WORKING ENVIRONMENT:

  • While performing the duties of this job, the employee is regularly required to use both hands, is frequently required to stand, sit, stoop, talk and hear (communicate verbally in person and via telephone), and be able to read computer screen, correspondence and reports in English.
  • The employee must occasionally walk, reach with hands and arms, and drive. The employee may occasionally lift and/or move up to 15 pounds.
  • The employee must be able to concentrate on details, work under deadline pressures, apply sound logic and judgment, and prioritize tasks and responsibilities.
  • The job is generally performed in an office environment.

The ambient noise level is usually quiet, consisting of normal conversations, business machines (copiers, printers, etc.) and telephones.

*ZR-Corp
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*GD-Corp

Allied Universal provides unparalleled service, systems and solutions to the people and business of our communities, and is North America’s leading security services provider. With over 200,000 employees, Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information:  www.AUS.com.

 

We proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. EOE/Minorities/Females/Vet/Disability Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.

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  • Administrative, Richardson, Texas, United StatesRemove