Customer Service Quality Audit Representative - Golden, CO

Optum • Golden, CO

382d • $34,403 - $67,704 • Remote

About The Position

The Customer Service Quality Audit Representative plays a crucial role in ensuring quality assurance within the customer service team at Optum. This position involves auditing recorded calls, providing feedback, and implementing strategies to reduce errors and enhance performance. The role offers opportunities for career advancement while making a positive impact on customer service outcomes.

Requirements

• High School Diploma / GED
• Must be 18 years of age or older
• 1+ years call center experience or medical office experience
• 2+ years customer service experience
• Intermediate experience with Microsoft Excel
• Basic experience with Microsoft Word
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:00pm.

Nice To Haves

• Knowledge of HIPAA
• Knowledge of commercial (HMO/PPO) and Medicare products
• Auditing experience or certification
• 1+ year experience working within quality assurance

Responsibilities

• Lead quality assurance by conducting audits of calls of Customer Service Representatives
• Provide coaching/feedback to advocate in call evaluations
• Analyze information and utilize it to build recommendations to reduce errors and improve process performance
• Participate in calibration sessions ensuring calls are scored consistently throughout the teams
• Interact with the leadership group to aid in overall staff development
• Assist in queue when required
• Assist Learning and Delivery with training initiatives

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees