Associate Professional Quality

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

📋 Description

• Oversee and assess both voice and non-voice interactions for precision, compliance, and overall experience.

• Evaluate and analyze calls, transactions, and associated business processes.

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

• Contribute to the planning, execution, and implementation of quality initiatives.

• Collaborate with centralized and account teams to improve experiences for employees, members, and clients.

• Provide quality assurance and analysis of Provider Enrollment applications to ensure compliance with Federal and State policies and guidelines.

• Achieve set production and quality benchmarks while managing and supporting complex provider enrollment requirements.

• Engage in and lead calibration sessions and stakeholder engagement meetings.

• Recognize, escalate, and assist in resolving quality issues, coaching opportunities, and areas needing process improvement.

• Utilize data-driven insights, automation, and industry best practices to propose enhancements to processes and policies, aiming to boost QA efficiency and effectiveness.

⛳️ Requirements

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

• At least two years of quality assurance experience, encompassing QA principles and methodologies, or deep subject matter expertise in areas to be evaluated.

• A minimum of three years of experience in Provider Enrollment and/or Credentialing is required.

• Five years of experience is preferred.

• Capability to collaborate with team members across various domains.

• Proficient in Microsoft Office Suite and SharePoint.

• Familiarity with contact center and back-office quality platforms, such as CXOne and Verint.

• Excellent written and verbal communication skills.

• Ability to work effectively with diverse teams.

• Strong organizational and time management abilities.

• Capacity to work both independently and collaboratively.

• Adaptability to change and commitment to continuous improvement.

• Punctuality and availability during the hours of 8 AM to 5 PM.

• A home office or a room with a door to ensure privacy while working remotely.

• Remote employees must have broadband Internet connections with a minimum speed of 24 Mbps download and 8 Mbps upload.

🏝️ Benefits

• Virtual work opportunities.

• Requirement for a home office or room with a door for remote work.

• Minimum broadband Internet connection requirement of 24 Mbps download and 8 Mbps upload for remote employees.