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

📋 Description

• Oversee and assess customer interactions to ensure compliance with quality standards, client demands, policies, procedures, and performance expectations.

• Conduct quality evaluations and document findings along with opportunities for enhancement.

• Evaluate quality outcomes and analyze trends in customer interactions.

• Recognize recurring problems, performance deficiencies, and potential areas for improvement.

• Engage in calibration sessions to foster uniformity in evaluations, scoring, and understanding of quality standards.

• Generate quality reports and relay trends, findings, and recommendations to Quality and Operations leadership.

• Collaborate with Quality, Operations, and Training teams on coaching, process enhancements, and ongoing improvement initiatives.

• Assist in Oklahoma's Medicaid program and the delivery of contact center services.

⛳️ Requirements

• Minimum of 2 years of experience in quality assurance, quality monitoring, or quality auditing within a busy call center or customer contact center environment.

• Proficient in evaluating customer interactions based on established quality standards, scorecards, and performance metrics.

• Experience in participating in calibration sessions and identifying quality trends, performance gaps, and areas for improvement.

• Excellent analytical skills coupled with meticulous attention to detail.

• Capability to accurately document and convey quality findings.

• Strong written, verbal, and interpersonal communication skills.

• Proficiency in Microsoft Office applications.

• Familiarity with CRM, quality monitoring, reporting, or other contact center technologies.

• Preferred experience in healthcare, Medicaid, Medicare, health insurance, or other healthcare call center settings.