Manager, Quality & Customer Experience

MedImpact•Tempe, AZ

23h•Onsite

About The Position

The Manager, Quality and Customer Experience, is responsible for overseeing quality auditing for calls, prior authorizations, and Direct Member Reimbursements (DMR) and the customer voice experience, including IVR design and performance. This role leads the quality audit program across multiple contact centers, partners cross‑functionally to improve customer interactions, and serves as the business owner for IVR experience strategy. The position combines hands‑on people leadership with program ownership.

Requirements

BS/BA degree or equivalent plus 5+ years of experience
1 year of SME in respective area(s)
3+ years of supervisory experience
High level of proficiency with Microsoft Office products (Excel, Word, PowerPoint, and Visio).
Proficient with using a variety of reporting tools (Power BI, Cognos, etc.)
Strong aptitude for new systems and applications.
Familiarity with contact center systems preferred (Call recording, ACD systems, etc.)
Familiarity with MedImpact systems a plus (MedAccess, MedResponse, Calabrio, etc.)
Ability to create complex documents, manage schedules and analyze data.
Familiarity with Contact Center technologies (CUIC, Calabrio, IVRs, etc.)
Understanding of the software development lifecycle.
Ability to effectively balance a high volume of work; detailed oriented and organized.
Ability to appropriately schedule and prioritize multiple projects to ensure timely and effective delivery
Excellent problem resolution, judgment and decision-making skills.
Must be flexible and capable of juggling multiple priorities with a willingness to do what it takes to meet critical deadlines.
Excellent communication (written and verbal) as well as strong interpersonal skills to effectively facilitate meetings and work in a team environment.
Excellent written and verbal communications skills with emphasis on translating non-technical concepts to technical audiences and vice versa.
Outstanding numeric, verbal, written, presentation, logic, and analytical skills.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Competencies: Building Effective Teams, Decision Quality, Informing, Confronting Direct Reports, Delegation, Organizational Agility, Customer Focus, Drive for Results, Political Savvy.

Nice To Haves

4 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader (Dir+) that must completed within 12 months in new position may substitute for the supervisory experience requirement.

Responsibilities

Own and manage the contact center quality audit program across two contact centers and multiple sites.
Establish and maintain quality standards, scoring methodologies, and calibration practices for calls, prior authorizations, and DMRs.
Lead calibration sessions to ensure scoring consistency and fairness across teams and locations.
Identify systemic call quality trends and root causes; distinguish agent performance issues from process, policy, or system design issues.
Ensure quality results are positioned as tools for performance improvement and experience enhancement, not solely compliance.
Support contact center integration efforts by helping align quality practices across centers.
Evaluate and trend caller survey responses.
Serve as business owner for IVR design and strategy, including call flow logic, menu structure, containment strategy, and routing decisions.
Maintain documentation related to call flow design and architecture.
Partner with IT and vendors to prioritize, design, test, and implement IVR enhancements and changes.
Evaluate IVR performance using customer experience, operational, and quality insights and recommend improvements.
Ensure alignment between IVR intent design and downstream agent handling expectations.
Serve as business lead for any future IVR upgrade or replacement projects including responsibility for communicating business requirements and coordinating testing.
Directly supervise Performance Improvement Coordinators.
Set priorities, manage workloads, and balance audit coverage across contact centers.
Coach and develop team members to ensure consistent evaluation practices and strong analytical judgment.
Provide performance feedback and conduct formal performance management activities.
Partner closely with Contact Center Operations leadership, Business Analytics / Reporting, and IT and vendor teams.
Serve as the primary point of contact for quality and IVR experience discussions with operational leaders.
Influence without direct authority to drive experience improvements across functions.
Represent Customer Experience Quality and Voice Channel considerations in planning and decision‑making forums.
Translate quality and IVR insights into clear, actionable recommendations for leadership.
Partner with Business Analysts to ensure reporting accurately reflects quality and customer experience drivers.
Monitor trends related to call drivers, call quality, and IVR call containment.
Identify opportunities to reduce customer friction, improve first‑contact resolution, and enhance overall experience.
Manages assigned staff in the segment area.
Responsible for the overall direction, coordination, and evaluation of the unit.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).
One must be able to manage difficult or emotional client situations.
Respond promptly to client needs.
Solicit client feedback to improve service.
Respond to requests for service and assistance from clients.
Meet commitments to clients.