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Auditor, Call Center Quality – Remote

Molina Healthcare

This is a Full-time position in Remote - US posted May 5, 2021.

Location: Remote – US

Under general direction, this position is responsible for supporting total quality methods, processes and procedures for the Call Center division. This position will help preserve service excellence through: monitoring and assessing customer interactions of Call Center Associates; documenting agent performance strengths and weaknesses using a Quality Management System (NICE); highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals.

Knowledge/Skills/Abilities

  • Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls.
  • Participates in call calibration exercises.
  • Participates in internal listening sessions.
  • Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
  • Provides regular feedback to Quality Leadership regarding call trends or compliance issues that may arise.
  • Works with Quality Leadership to continually define Quality Assurance guidelines.
  • Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
  • Become a subject matter expert in all business segments
  • Offers suggestions for process improvement to foster exceptional customer experience.
  • Assists with the creation and updating of procedure/training manuals.
  • Maintains overall objectivity in supporting consistent and superior customer service.

Job Qualifications

Required Education

  • Associate’s Degree or equivalent combination of education and experience

Required Experience

  • 1-3 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.
  • Managed Care experience

Preferred Education

  • Bachelor’s Degree or equivalent combination of education and experience

Preferred Experience

  • 3-5 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.
    To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
    Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

About Us

Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Job Type: Full Time