Quality Assurance Specialist II

Modivcare

52d•$14 - $19

About The Position

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! This position is responsible for performing quality evaluations of inbound and outbound calls and emails to assess customer service and technical accuracy, member service performance, and conformity to company policies and procedures and contractual obligations. This role… Performs contact center call/email monitoring and provides response/outcome trend data. Participates in customer and client listening programs to identify customer needs and expectations. Identifies process and employee behavior quality improvement opportunities Collects and compiles quality data for improvement. Develops, recommends and monitors corrective and preventive actions. Prepares reports to communicate outcomes of quality activities. Completes performance assessments for a random sample of contact center staff to help provide data about overall performance levels and evaluation of the individual managing the contact Provides professional and constructive feedback about strengths and areas of opportunity during coaching of contact center operations resources. Delivers ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience Participate in other projects or duties as assigned. We are interested in speaking to individuals with the following…

Requirements

High School Diploma required.
One (1) plus years of related experience. Or equivalent combination of education and/or experience.
Able to apply working knowledge of the organization, job, practices and procedures to be proficient in all aspects of job.
Work is performed independently, with minimal supervision.
Able to establish priorities and manage time to complete work.
Able to collaborate with other departments or teams as may be required to perform role.
Able to work in a faced-paced environment and meet deadlines.
Strong attention to detail.
Excellent oral and written communications skills communicating clearly and concisely.
Able to effectively build relationships with co-workers.
Proficient using Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

Performs contact center call/email monitoring and provides response/outcome trend data.
Participates in customer and client listening programs to identify customer needs and expectations.
Identifies process and employee behavior quality improvement opportunities
Collects and compiles quality data for improvement.
Develops, recommends and monitors corrective and preventive actions.
Prepares reports to communicate outcomes of quality activities.
Completes performance assessments for a random sample of contact center staff to help provide data about overall performance levels and evaluation of the individual managing the contact
Provides professional and constructive feedback about strengths and areas of opportunity during coaching of contact center operations resources.
Delivers ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience
Participate in other projects or duties as assigned.

Benefits

Medical, Dental, and Vision insurance
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Health Care and Dependent Care Flexible Spending Accounts
Pre-Tax and Post --Tax Commuter and Parking Benefits
401(k) Retirement Savings Plan with Company Match
Paid Time Off
Paid Parental Leave
Short-Term and Long-Term Disability
Tuition Reimbursement
Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)