LOCATION:ON-SITE IN MADISON, WI POSITION CONTINGENT UPON AWARD OF CONTRACT SUMMARY: This position is responsible for receiving, investigating, compiling, and reporting service complaints and in assisting the Manager of Complaints and Grievances in all aspects of internal quality control, provider quality assessment and improvement, and complaint/grievance management and resolution. ESSENTIAL FUNCTIONS • Assure enforcement of quality improvement policies and procedures. • Maintain a positive working relationship with providers. • Investigate and resolve all complaints and/or grievances. • Assure the appropriate and timely follow-up and reporting for all complaints or grievances. • Ensure all providers are performing according to SETI’s standards. • Prepare monthly and/or quarterly quality assessment reports for the state agency. • Recommend policies and procedures as required to improve service quality. • Be the point of contact when QA Manager is unavailable. • Other duties as assigned. QUALIFICATIONS REQUIRED • Excellent communication skills. • Problem-solving skills • Excellent time management skills. • 2-years of customer service experience. • Ability to work independently or with a team. • Positive attitude. MINIMUM REQUIRED EDUCATION/TRAINING • High School graduate or equivalent.