Auditor, Call Center Quality
Company: Molina Healthcare
Location: Albuquerque
Posted on: September 9, 2020
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Job Description:
Job Description
Job Summary
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.QualificationsJob 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.
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.
--- Managed Care experience
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.
Keywords: Molina Healthcare, Albuquerque , Auditor, Call Center Quality, Accounting, Auditing , Albuquerque, New Mexico
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