Quality Professional - Remote US
About The Position
The CX Professional Quality monitors and evaluates inbound and outbound interactions, including calls, emails, chats, transactions, and related business processes and surveys. The role supports accurate, compliant, and high-quality execution through measurement, analysis, reviews, and audits. Responsibilities include first-level reviews of business-process documentation to verify alignment with account, CX, and company standards, policies, and procedures. The position participates in planning, executing, and delivering quality-assurance initiatives. In partnership with centralized, account, and immediate team members, the Quality Professional contributes to improved employee, member, and client experiences and achievement of account and company objectives. This is a fully remote position that can be performed anywhere in the United States.
Requirements
- Bachelor's degree or an equivalent combination of education and experience.
- Three or more years of quality-assurance or subject-matter-expertise experience, including knowledge of quality-assurance principles, methodology, and practices.
- Knowledge of at least two MMIS business areas, such as Authorized Services, Member / Provider Contact Center Customer Service / Helpline, Mailroom, Pharmacy, or Provider Enrollment, and experience partnering with operations staff across multiple areas.
- Experience using Microsoft Office and Salesforce, as well as contact-center and back-office platforms such as CXOne, Verint, and SharePoint.
- Effective written and oral communication and interpersonal skills for working with team members, customers, and clients.
- Demonstrated ability to implement and execute strategic initiatives, particularly operating policies and procedures and work-process improvements in customer-contact operations.
Nice To Haves
- Knowledge and experience with quality metrics and contact-center quality technology platforms.
- Strong organizational and time-management skills.
- Ability to work independently and as part of a team.
- Demonstrated ability to embrace and implement change in the personal workspace.
Responsibilities
- Evaluate customer interactions, including complex interactions, for compliance with quality standards and regulatory requirements.
- Use procedural and technology automation to support effective and efficient quality-assurance work.
- Participate in and occasionally lead calibration sessions to promote consistency in quality evaluations.
- Facilitate knowledge sharing and alignment with key stakeholders through routine engagement sessions.
- Use ad hoc reporting to deliver results, observations, recommendations, and trends to relevant peers and leadership for coaching and other applicable action.
- Resolve issues where possible or escalate unresolved issues appropriately, including negative customer experiences.
- Synthesize personal quality and behavioral observations to identify insights and trends.
- Recommend initiatives and process or policy enhancements based on data-driven insights.
- Stay current with contact-center quality-assurance industry best practices.
- Conduct daily quality-assurance reviews and processing audits, including first-level reviews of business-process documentation.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
