Senior Associate Processor

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

📋 Description

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

• Engage in and, when designated, lead quality calibration sessions.

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

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

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

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

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

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

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

⛳️ Requirements

• A Bachelor’s degree or a suitable combination of education and relevant professional experience.

• At least two years of quality assurance experience, including familiarity with QA principles and methodologies or expertise in the evaluated area.

• Proven subject matter expertise in one or more MMIS functional areas, such as Omni-Channel/Contact Center Operations, Claims Processing, and Provider Relations.

• Proficient in Microsoft Office Suite and SharePoint.

• Knowledge of contact-center or back-office quality platforms like CXone or Verint.

• Excellent written and verbal communication skills.

• Ability to collaborate effectively across teams and functional domains.

• A broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload.

• A home office or room with a door to ensure separation from others in the household.

• Availability from 8am to 5pm and a commitment to punctuality.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.

• Home office/remote work options.