Sr Auditor, Call Center Quality - Remote
Lensa
Date: 4 days ago
City: Dayton, OH
Contract type: Full time
Remote
Lensa is the leading career site for job seekers at every stage of their career. Our client, Molina Healthcare, is seeking professionals. Apply via Lensa today!
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
Required Education
Associate's Degree or equivalent combination of education and experience
Required Experience
3-5 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
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Pay Range: $21.16 - $42.2 / HOURLY
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
- Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
- Record and trend individual and department audit results and performs root-cause analysis when identifying error issues and trends.
- Assists in training new and existing staff.
- Assists with creating and updating training materials and departmental workflows.
- Monitors daily activities and report issues or concerns to management..
Required Education
Associate's Degree or equivalent combination of education and experience
Required Experience
3-5 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
- 5-7 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.
- Managed Care experience
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Pay Range: $21.16 - $42.2 / HOURLY
- Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Finance Operations Intern
Woolpert,
Dayton, OH
1 week ago
OverviewSeeking a new career challenge? Then Woolpert is seeking you! Woolpert is hiring a Finance Operations Intern at our Dayton, OH office. This position reports to the Business Strategist and is responsible for supporting financial data management and process documentation efforts within the Finance team. Qualified candidates will be detail oriented, analytical, and eager to gain hands-on experience. Priority will...
Marketing Communications Assistant
Hustle Notice Biz,
Dayton, OH
2 weeks ago
Job Title: Marketing Communications Assistant Location: St, Dayton, OHJob Type: Full-TimeDepartment: MarketingJob OverviewWe are seeking a proactive and enthusiastic Marketing Communications Assistant to join our dynamic marketing team. In this pivotal role, you will support the development and execution of our marketing strategies, ensuring that our brand message is consistently communicated across all channels. You will work closely with various...
Administrative Assistant
Hustle Notice Biz,
Dayton, OH
2 weeks ago
Job Title: Administrative AssistantLocation: St, Dayton, OHJob Type: Full-timeJob SummaryWe are looking for a detail-oriented and proactive Administrative Assistant to join our dynamic team. In this role, you will be responsible for providing comprehensive administrative support to ensure the efficient operation of our office. As the first point of contact for the organization, you will be essential in creating a...