Employer Industry: Healthcare Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Competitive benefits and compensation package
- Supportive and collaborative work environment
- Chance to make a positive impact on customer experience
- Involvement in process improvement initiatives

What to Expect (Job Responsibilities):
- Perform call monitoring and assessment of Call Center Associates for both inbound and outbound calls
- Participate in call calibration exercises and internal listening sessions
- Assist Quality Manager in providing standard weekly and monthly reporting
- Provide regular feedback to Quality Leadership regarding call trends or compliance issues
- Help create and update procedure and training manuals

What is Required (Qualifications):
- Associate degree or equivalent combination of education and experience
- 1-3 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service
- Ability to maintain objectivity in supporting consistent and superior customer service
- Subject matter expertise in all business segments
- Strong understanding of established procedures and standards for customer interactions

How to Stand Out (Preferred Qualifications):
- Bachelor's Degree or equivalent combination of education and experience
- 3-5 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service
- Managed Care experience

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