Auditor, Call Center Quality
Company: Molina Healthcare
Location: Irving
Posted on: January 12, 2021
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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.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.
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 experienceTo 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, Irving , Auditor, Call Center Quality, Other , Irving, Texas
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