Lead Quality Assurance Specialist
at Public Consulting Group

Date Posted: 11/19/2019

Job Description

About Public Consulting Group

Public Consulting Group, Inc. (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,500 professionals in more than 60 offices worldwide. PCG’s Human Services practice helps state, county, and municipal human services agencies to achieve their performance goals in order to better serve populations in need. PCG’s seasoned professionals offer proven solutions to help agencies design programs, services, and systems; increase program revenue; cut costs; and improve regulatory compliance with state and federal regulations. To learn more, visit http://www.publicconsultinggroup.com/humanservices/.



Responsibilities

Responsibilities:

  • Works with staff to achieve excellent contract performance, meaningful outputs, and adherence to stringent federal, state, county, and company compliance objectives
  • Provides hands-on coaching and mentoring to Junior staff with emphasis on project compliance, county directives, and program standard operating procedures
  • Coordinates with program training department to ensure accuracy of training material, and assist in the preparation and presentation of quality assurance training of Junior Staff
  • Works individually with staff members to provide technical training and best practice implementation during daily business operations
  • Responsible for the successful implementation of processes while providing quality, on-the-spot training to team members
  • Supports the development of desk aids and action plans to enhance daily client interaction and meet performance objectives
  • Performs comprehensive “cover to cover” reviews as assigned to ensure continued adherence to 90% review accuracy.
  • Supports Junior Staff in the practical application of effective client interaction and effective and efficient documentation of required case notes
  • Partners with trainers and management staff to support regular updates to curriculum and provide feedback based on business practice review
  • Meets with staff in both group and individual settings, to provide immediate feedback regarding case documentation, policy implementation, resource utilization, and case accuracy
  • Develops summary reports for distribution to supervisors and management
  • Fulfills other project related duties as assigned



Qualifications

Required Skills:

  • Outstanding attention to detail and demonstrated success in a quality assurance environment
  • Ability to multi-task in a fast pace environment with orientation towards a team-based approach
  • Enjoys coaching and developing others, takes pride in seeing others succeed
  • Excellent problem-solving, decision-making, and organizational skills
  • Ability to provide on-the-spot operational advice and mentor a workforce
  • Ability to analyze data and develop summary reports
  • Familiarity with specialize databases and software systems
  • Solid technical, practical, and demonstrable skills with Microsoft Office Suite applications;
  • Ability to recognize and maintain the confidentiality of all materials in the work setting;
  • Ability to maintain a record keeping and follow-up system

Required Experience:

Education

A Bachelor’s degree or higher preferably in business, business administration, accounting, social work, public policy, or other closely related fields, preferred. Significant related experience may substitute for the educational requirements.

Experience

A minimum of four years relevant work experience in the public sector or other customer-centric service sector/industry; Previous experience with training and coaching in a quality assurance setting

Job Snapshot

About Us

Public Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 1,700 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than two decades of consulting to public sector clients in all 50 states and Canada to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies.

PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.

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