Description
Who We Areย
Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.ย
The Opportunityย
The Call Center Quality Assurance Specialist ensures the accuracy and integrity of transactional processing and reporting for Florida Savings and Prepaid Plans, in alignment with Florida SLA requirements.ย ย ย
This role is onsite based in our Tallahassee, FL office.ย
What You Will Doย
Core Responsibilitiesย
- Conduct quality review of both financial and non-financial transactions including:ย ย ย
- Financial: Contributions, withdrawals, refunds, lockbox reconciliation, monetary adjustmentsย
- Non-Financial: Demographic updates, banking changes and client correspondence,ย
- Review outgoing correspondence and present quality score results to managementย
Reporting and Complianceย ย
- Reviews Compliance Dashboards and corresponding reports to identify/correct potential processing/system errors.ย
- Coordinate and manage requests for audit documentation.ย
- Review and validate controls over reporting processes.ย
- Maintain documentation of control procedures, narratives, and risk matrices.ย
- Track control exceptions and manage remediation efforts.ย
- Support walkthroughs and interviews with process/control owners.ย
- Ensure timely completion of audit evidence gathering and submission.ย
- Monitor and resolve issues identified and reflected on the various compliance dashboards, i.e., invoice dashboard, finance dashboard, foundation dashboard,?and fraud dashboards.ย
Call Center Oversightย
- Quality Control calls, chats, emails for the Client's call center as part of Vendor oversight.ย
- Monitor and score customer engagement representative callsย ย
- Prepare training opportunities for the call centerย
- Assist with preparing monthly call center oversight reportย
Cross Department Supportย
- Will be required to assist and be cross trained in all departments to assist with processing, compliance review, audit, and any other areas deemed necessary based on work volumes.ย ย
Requirements
What You Will Need to Succeedย
- High school diploma or equivalent required.ย
- Minimum 2 years of experience performing transactional work in a financial or operational environment.ย
- Strong analytical, research, and problem-solving skills.ย
- Keen attention to detail and commitment to accuracy.ย
- Self-starter with the ability to manage time and priorities in a fast-paced, high-volume setting.ย
- Effective communicator with the ability to train, coach, and provide constructive feedback to peers.ย
Preferred Qualificationsย
- Experience with SOC audits or internal controls.ย
- Familiarity with compliance dashboards or QA tools.ย
- Prior QA or process improvement certifications (e.g., Six Sigma, ISO)ย
What we Offerย
- A dynamic and supportive work environment in a mission driven organizationย
- Competitive salary and benefits package, including health, dental, vision insuranceย
- PTO (paid time off)ย
- HSA and FSA optionsย
- 401(k) plan with matching contributionsย
- Paid parental leaveย
- ABLE matching contributions for the disability communityย
- Employer paid short term and long-term disability insurance and group term life insuranceย
- Financial and legal assistance through our EAP (Employee Assistance Program)ย
- Opportunities for personal development and career advancement with free access to unlimited courses via Udemyย
- The chance to make a significant impact on the delivery of government services and the lives of citizensย
EEO Statementย
We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.ย