Completes audits of customer programs and related follow-up activities. Ensures quality of audits consisting of: Understanding business requirements and operations, recognizing and evaluating relevant risks, and developing report of audit findings. Documents and provide follow-up on corrective actions and opportunities for improvement identified during the audit process. Supports customer (Employment Network) compliance and verify that the customer is providing services outlined within the agreement IWP. Tracks audit related dispositions (ticket assignments, un- assignments, and terminations) in accordance with appropriate standards. + Schedules and conducts customer audits against the appropriate standards. + Gathers all audit requirement artifacts to be input into the management tool. + Reviews metrics to ensure call quality standards are being met with respect to timeliness and resolution, as applicable. + Compiles and reports audit findings to leadership. + Identifies and implements process improvements related to the quality management system, as applicable. + Monitors changes to process documentation (narrative, control matrix) including risk monitoring. + Maintains knowledge of ISO 9001:2015 standard. Provides reporting on ISO related activities and may also provide support for other ISO standards. + Ensures confidentiality in all aspects of auditing process. + Serves as a point of contact and build long-term relationships with ENs. + Communicate with both internal and external customers via email, phone, online presentations, screen-share and in person meetings. + Ensure the timely and successful delivery of solutions according to client needs and objectives. + Contribute positively to a work environment that is flexible, adaptable, and team based. + Review and fact-check documentation for accuracy and compliance. + Prioritize workloads to ensure timeliness and quality standards are met. + Conduct quality assurance (QA) reviews as assigned by Leadership. + Analyze work based on current policies, directives, and investigation through available resources and further research. + Possess, demonstrate, and apply effective leadership skills. **Minimum Qualifications** + Bachelor's Degree or equivalent relevant experience. + 2-5 years of relevant experience in quality monitoring in a Service Delivery/Contact Center environment. **Other Job Specific Skills** + Strong written and verbal communication skills + Ability to tailor communications to multiple audiences/entities + Excellent analytical, organizational, time-management, and multi-tasking skills + Reporting analytics experience + Experience with project administration and meeting multiple deadlines + Strong organization and time management skills + Experience with metrics reporting **Compensation Ranges** Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. **EEO Requirements** It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. **Disclaimer** The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. 52,900 - 59,000 EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.