•Assess quality of data obtained in RM (Return Mail) for possible resend/reject of notices
•Review and pushback records that are incorrectly process in Internet and Phone research
•Utilize variety of tool in analyzing the data in RM or information gathered from internet/phone research
•Accurately resend notices to its verified mailing name and address
•Manage a working queue being processed so that productivity, accuracy, and SLA goals are met
•Track and send UIDs for returned trackers, conflicting parents and/or CLs to Approver lead to be cleaned up by FIRSt Global
•Accomplish weekly, monthly Quality Reports, as applicable
•Perform DB Cleanup to ensure accuracy of FIRSt database
•Conduct and review peer-to-peer approval audit to ensure that Approval accurately processed record based on linking guidelines
•Initiate process improvements to effectively align team’s capabilities with current and future needs
•Conduct calibration sessions to ensure uniformity of understanding
•Recommend training programs necessary to drive improvement
•Develop test methods and techniques to ensure in-depth knowledge of policies and procedural guidelines
•Coaches and counsels associate as necessary
•Develop and propose new quality audit processes
Qualifications/Requirements:
- Bachelor’s degree or equivalent in any field
- With equivalent work experience that provides exposure to fundamental theories, principles and concepts
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