Position Summary

Working in the Office of Campus Operations, the Quality Assurance Specialist (QAS) will serve as the focal point for internal service requests for staff and faculty of the college and external service requests from the community and local government. The QAS will complete periodic inspections to identify prospective service deficiencies before they are reported. The QAS will serve as a liaison between Morehouse and the Facility Manager and perform routine quality assurance and quality control inspections.

Quality Assurance/Quality Control

Conduct routine site inspections with facility management vendor to proactively identify deficient conditions
Track work orders in the CWS work order system
Spot-check completed work orders to ensure satisfactory results
Use surveys to periodically assess the satisfaction of staff, faculty, and students
Maintain close communication with facility management vendors to address outstanding issues.
Internal Service Support:

Receive Internal service requests from faculty and staff
Engage Deans, Department Charis, and Vice Presidents regarding programmatic needs
Identify and assess benchmarks to achieve satisfaction
Enter service requests in CWS’s work order software
Complete site visits to ensure the satisfactory completion of requests
Assess the satisfaction of staff and faculty
Build sustainable relationships of trust through open and interactive communication
Update online chemical/products inventory data and Safety Data Sheets for science labs
Inspect Environmental Health & Safety requirements for campus compliance
Work closely with the facility manager to improve response measures and track completion and resolutions within the CWS work order system

External Service Support:

Receive external service requests originating from community residents, community organizations, or local government. Review in partnership with the designated supervisor
Complete site visit to validate and document the complaint
Identify and assess benchmarks to achieve satisfaction
Review potential solutions with the supervisor
Enter service requests in the CWS work order system
Complete site visits to ensure the satisfactory completion of each request
Report the outcome to the resident, community organization, or local government agency
Build sustainable relationships of trust through open and interactive communication

Code Compliance for off-campus properties:

Complete periodic inspections of the college’s vacant land portfolio
Seek evidence of excessive trash and overgrowth
Identify and assess benchmarks to achieve satisfaction
Notate the location of concerns
Report issue in the CWS work order system
Track resolution
Report resolution to City of Atlanta code enforcement, as required


The QAS works under the supervision of the Senior Project Manager and Environmental Health and Safety Officer. The target is to ensure excellent service standards and maintain high customer satisfaction.



ALL OTHER DUTIES AS ASSIGNED







Required Qualifications
Bachelor’s Degree with 2 years experience in related field.
Preferred Qualifications
Preferred Education/Experience
Required Knowledge, Skills, and Abilities

Quality Assurance Specialist requirements:

Proven customer support experience
Strong phone contact handling skills and active listening
Familiar with typical office software and practices
Customer orientation and ability to adapt/respond to different constituencies.
Excellent communication and presentation skills
Ability to multitask, prioritize, and manage time effectively
College degree desired or five years of comparable experience

Quality Assurance Specialist skills & proficiencies:

Customer Service
Documentation Skills
Listening Skills
Phone Skills
Multitask
Patience
Positive Attitude
Attention to Detail
People Oriented
Problem-Solving
Organizational Skills
Adaptability
Ability to Work Under Pressure
Computer Skills



Physical Demands
Essential Duties/Responsibilities
Essential Duties/Responsiblities
Quality Assurance/Quality Control

Conduct routine site inspections with facility management vendor to proactively identify deficient conditions
Track work orders in the CWS work order system
Spot-check completed work orders to ensure satisfactory results
Use surveys to periodically assess the satisfaction of staff, faculty, and students
Maintain close communication with facility management vendors to address outstanding issues.
Internal Service Support:

Receive Internal service requests from faculty and staff
Engage Deans, Department Charis, and Vice Presidents regarding programmatic needs
Identify and assess benchmarks to achieve satisfaction
Enter service requests in CWS’s work order software
Complete site visits to ensure the satisfactory completion of requests
Assess the satisfaction of staff and faculty
Build sustainable relationships of trust through open and interactive communication
Update online chemical/products inventory data and Safety Data Sheets for science labs
Inspect Environmental Health & Safety requirements for campus compliance
Work closely with the facility manager to improve response measures and track completion and resolutions within the CWS work order system

External Service Support:

Receive external service requests originating from community residents, community organizations, or local government. Review in partnership with the designated supervisor
Complete site visit to validate and document the complaint
Identify and assess benchmarks to achieve satisfaction
Review potential solutions with the supervisor
Enter service requests in the CWS work order system
Complete site visits to ensure the satisfactory completion of each request
Report the outcome to the resident, community organization, or local government agency
Build sustainable relationships of trust through open and interactive communication

Code Compliance for off-campus properties:

Complete periodic inspections of the college’s vacant land portfolio
Seek evidence of excessive trash and overgrowth
Identify and assess benchmarks to achieve satisfaction
Notate the location of concerns
Report issue in the CWS work order system
Track resolution
Report resolution to City of Atlanta code enforcement, as required


The QAS works under the supervision of the Senior Project Manager and Environmental Health and Safety Officer. The target is to ensure excellent service standards and maintain high customer satisfaction.