The Quality Control Clerk (QCC) uses some subject-matter knowledge of eligibility-related processing rules to record the accuracy and completeness of tasks performed by other DEO, GC-II and GC-III eligibility support workers (ESWs). Observations are made through both over-the-shoulder and remotely depending on the availability of data. Knowledge of processing rules is communicated to the QCC through training and written guidance available to all staff. The QCC may also receive training on how to conduct and record the observations to maintain proper etiquette and consistency across the enterprise.
During an over-the-shoulder observation, the QCC may notice that errors are being made and ask questions of or provide feedback to the ESW to stop the error from being processed. These may include both typographical errors and errors in applying the correct business rules. The QCC does not provide coaching and should communicate to a Quality Production Control Clerk (PCC) or Team Supervisor if the ESW is making consistent errors.
During a remote observation, the QCC will review the actions taken by the ESW and potentially process the same task using current guidance to determine whether the task was processed correctly and either approve the action or send back the task for re-work. The QCC records observations on a form and enters the information into a database. The form typically includes Y/N questions or check-boxes to indicate whether steps were performed and performed properly without errors. They may also enter qualitative information gathered during the observation to explain any errors.
If during the observation, the QCC determines that guidance is out of date, not consistent, or cannot be applied accurately, the QCC should notify the PCC. The QCC may also be asked by the PCC to verify statistical reports for accuracy and completeness and to compile information. The QCC may also direct lower level clerks.
We provide a safe and drug-free environment for our clients and employees.
Military Veterans and Spouses are encouraged to apply!
Required SkillsThe QCC position requires a high school diploma or equivalent and a minimum of 2 years’ experience in the field or related area. Education beyond high school completion may substitute for experience. This position is on a U.S. Government contract which will require candidates to pass a background investigation. MUST: •Be skilled in using personal computer, phone, office equipment (including photocopier), and Microsoft Office Suite (Excel, Word, PowerPoint and Outlook). •Must have accurate keyboarding skills (25+ wpm). •Have administrative detail and organizational skills to achieve accuracy goals. •Have ability to communicate effectively both orally and in writing. •Have knowledge of business terminology, methods, and procedures; of office procedures; and of spelling, punctuation, grammar, and arithmetic. •Be able to prepare and maintain detailed records, files, and reports; to type accurately at a speed consistent with work requirements; and to transfer stock from one location to another. •Be able to work independently, perform as a self-starter and meet critical deadlines. •Be able to maintain confidential and sensitive information. •Be able to work effectively and professionally with agency personnel.
Employment TypeFull time
CompanySerco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. federal civilian agencies, the intelligence community, the Government of Canada, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco’s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
DepartmentSerco’s Health Services business unit is focused on supporting vital government programs, while enhancing the experience and outcomes of consumers. Our team of over 1,000 employees deliver an integrated approach that combines policy expertise, business process excellence, and intelligent automation to help our clients deliver outstanding customer service to millions of citizens, while ensuring program integrity. We partner with Federal agencies and State governments to develop closely tailored solutions to advance initiatives that provide health care services to millions of Americans.