CX Quality Supervisor

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

📋 Description

• Supervise daily quality assurance operations and manage the team's workload effectively.

• Guarantee the consistent provision of high-quality outcomes that fulfill both organizational and client standards.

• Detect quality trends and evaluate performance metrics.

• Introduce process enhancements to improve efficiency, precision, and service delivery.

• Recruit, train, mentor, and assess employees.

• Promote accountability, teamwork, and ongoing learning.

• Direct internal audit processes and carry out quality assessments.

• Ensure compliance with quality management standards, testing methodologies, operational requirements, policies, and procedures.

• Collaborate with cross-functional partners on process development, technology rollouts, testing, and service enhancement initiatives.

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

• Perform daily evaluations and audits of calls, transactions, and relevant business processes.

⛳️ Requirements

• Minimum of 4 years of experience in Quality Assurance or a related field.

• A Bachelor’s Degree or a combination of education and experience may be acceptable.

• Extensive knowledge of healthcare/Medicaid operations, preferably in Claims.

• At least 3 years of supervisory or team leadership experience.

• Familiarity with claims processes.

• Proven experience in leading quality assurance programs, team development, and achieving measurable results.

• Understanding of quality management principles, quality control methods, root cause analysis, Six Sigma practices, and continuous improvement strategies.

• Capability to analyze complex issues, interpret performance data, spot trends, and implement corrective measures.

• Strong verbal and written communication abilities.

• Proficient in quality monitoring systems, testing methodologies, operational technologies, scheduling tools, and business software applications.

• Reliable broadband Internet connection with a minimum of 24 Mbps download and 8 Mbps upload speeds.

• Designated home office or a room with a door.

• Availability for consistent working hours from 8 AM to 5 PM.

🏝️ Benefits

• Flexibility in work arrangements.

• Opportunities for learning and career advancement.

• Flexible vacation policy.

• Employer-matched 401(k) plan.

• Comprehensive health benefits.

• Educational support.

• Leadership and technical development programs.