Quality Assurance Specialist

CEDA (Community and Economic Development Association) is a dynamic nonprofit on a mission to empower communities and fight poverty. We are looking for a detail-oriented and motivated Quality Assurance Specialist to join our dynamic team and ensure our programs maintain the highest quality standards for the communities that need us! What You'll Do:Conducts and documents quality assurance activities, audits, and process reviews across multiple programs, call centers, intake, and processing operations. Develops, reviews, and maintains Standard Operating Procedures (SOPs), work instructions, and supplemental training resources. Reviews program processes to ensure compliance with organizational policies, procedures, and established quality standards. Identifies trends, discrepancies, and opportunities for improvement through audits, data analysis, and observations. Recommends and implements supplemental training and resources to address audit findings and improve employee performance. Applies quality assurance methods and best practices to assess and validate compliance with organizational and departmental requirements. Coordinates and supports projects focused on process improvement and operational performance. Maintains goals and objectives established by the Quality Assurance Supervisor and Training and Quality Manager. Handles sensitive and confidential information with discretion and professionalism. What We're Looking For: Required: Associate's degree or three years of experience in a customer service environment. Preferred: Bachelor's degree. Experience in process improvement, quality assurance, or root cause analysis. Bilingual in English and Spanish is a plus but not required. Skills: Strong verbal and written communication skills, excellent attention to detail, and strong organizational, planning, problem-solving, and analytical skills. Ability to manage multiple priorities, adapt to changing situations, and work effectively in a team environment. Technical Skills: Proficiency in Microsoft Office applications, including Word, Excel, Teams, PowerPoint, SharePoint, and Outlook. Knowledge of quality assurance methods, concepts, and best practices. Ability to manage multiple priorities, adapt to changing situations, and work effectively in a team environment. Additional Requirements: Must have a valid Illinois driver's license and auto insurance that meets state requirements. Why Join Us? Benefits: Medical, dental, vision, life insurance, 401K, generous PTO, and more! Professional Growth: Contribute to meaningful initiatives in a collaborative, mission-driven environment. Make an Impact: Your work directly supports the community through critical programs. Ready to Make a Difference?Apply now to be part of a team committed to fighting poverty and making a lasting impact in Chicagoland. Please see job description for further details. CEDA is an Equal Opportunity Employer. In accordance with applicable federal, state, and local laws, we do not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected status. CEDA is a recipient of federal funding and complies with all applicable non-discrimination provisions, including but not limited to Title VI of the Civil Rights Act, the Americans with Disabilities Act (ADA), and other applicable regulations. Reasonable accommodations are available upon request.