This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Assess omni-channel interactions, which encompass calls, emails, chats, and back-office transactions, to ensure accuracy, quality, compliance, and alignment with regulatory standards.

• Engage in and, when designated, lead quality calibration sessions to foster uniform evaluation practices.

• Share quality insights and trends through regular interactions with operational leaders and essential stakeholders.

• Raise unresolved quality issues, coaching recommendations, compliance risks, and opportunities for process enhancements.

• Suggest and advocate for data-driven improvements in processes, policies, and technologies that enhance QA efficiency and effectiveness.

• Perform daily reviews and audits to confirm compliance with client, company, and regulatory standards, policies, and procedures.

• Assist in the planning, execution, and delivery of quality initiatives.

• Collaborate with centralized and account teams to improve employee, member, and client experiences.

⛳️ Requirements

• Bachelor’s degree or an equivalent mix of education and relevant professional experience.

• A minimum of two years in quality assurance, with a solid understanding of QA principles and methodologies or specialized knowledge in the area being assessed.

• Proven expertise in one or more MMIS functional domains, including Omni-Channel/Contact Center Operations, Claims Processing, and Provider Relations.

• Proficiency in Microsoft Office Suite and SharePoint.

• Familiarity with contact-center or back-office quality management platforms such as CXone or Verint.

• Excellent written and verbal communication skills.

• Capability to collaborate efficiently across teams and different functional areas.