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

📋 Description

• Assess omni-channel interactions, including phone calls, emails, chats, and back-office transactions, for precision, quality, compliance, and adherence to regulations.

• Engage in and lead quality calibration sessions as assigned.

• Share quality insights and trends with operational leaders and key stakeholders.

• Raise unresolved quality issues, coaching referrals, compliance risks, and opportunities for process enhancement.

• Suggest and assist in implementing data-driven improvements in processes, policies, and technology.

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

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

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

⛳️ Requirements

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

• A minimum of two years of quality assurance experience, encompassing knowledge of QA principles and methodologies, or subject-matter expertise in the area being evaluated.

• Proven subject matter expertise in one or more MMIS functional areas, 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 platforms such as CXone or Verint.

• Excellent written and verbal communication skills.

• Capability to collaborate effectively across teams and functional areas.

• Minimum broadband speed of 24 MBS download and 8 MBS upload for remote work.

• Must have a designated home office or room with a door.

• Must adhere to an 8am–5pm work schedule punctually.