Quality Assurance Specialist

The Community and Economic Development Association (CEDA) is a dynamic nonprofit organization committed to empowering communities and reducing poverty. We are currently seeking a detail-oriented and motivated Quality Assurance Specialist to join our team. In this role, you will support quality assurance initiatives, conduct audits, maintain standard operating procedures, and identify opportunities for process improvement to ensure programs meet organizational standards and deliver high-quality services.

What You’ll Do:

• Conduct and document quality assurance activities, audits, and process reviews across multiple programs, call centers, intake, and processing operations.

• Develop, review, and maintain Standard Operating Procedures (SOPs), work instructions, and supplemental training resources.

• Evaluate program processes to ensure compliance with policies, procedures, and established quality standards.

• Identify trends, discrepancies, and opportunities for improvement through audits, analysis, and observations.

• Recommend and implement supplemental training and resources to address audit findings and improve performance.

• Apply quality assurance methodologies to assess and validate compliance with organizational and departmental requirements.

• Coordinate and support projects focused on process improvement and operational performance.

• Maintain goals and objectives established by the Quality Assurance Supervisor and Training and Quality Manager.

• Handle 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.

• Preferred: Bilingual in English and Spanish (not required).

• Preferred: Experience in process improvement, quality assurance, or root cause analysis.

• Strong verbal and written communication skills, with excellent attention to detail.

• Knowledge of quality assurance methods, concepts, and best practices.

• Strong organizational, planning, problem-solving, and analytical skills.

• Ability to manage multiple priorities, adapt to changing situations, and work effectively in a team environment.

• Proficiency in Microsoft Office applications, including Word, Excel, Teams, PowerPoint, SharePoint, and Outlook.

• Ability to exercise sound judgment, maintain strict confidentiality, and demonstrate professionalism.

• Required: Valid Illinois driver’s license and auto insurance that meets state requirements.

Why Join Us?

• Benefits: Medical, dental, vision, life insurance, 401(k), generous PTO, and more.

• Growth Opportunities: Develop your skills and grow your career within a mission-driven organization.

• Impact: Help strengthen program quality, improve operational efficiency, and support CEDA’s mission of fighting poverty and empowering communities.

Ready to Make a Difference?

Apply now to join a team dedicated to continuous improvement, operational excellence, and making a meaningful impact in Chicagoland. Please see the full job description for additional 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 nondiscrimination 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.