Grow and lead among an award-winning and extraordinary organization that’s dedicated to providing premier service and delighting members, 24/7/365. It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles towards delivering solutions for a rapidly changing industry. Compassionate Care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.
We make a difference in the lives of millions; that’s something we can be proud of.
Compensation for all positions is competitively higher than the current marketplace. Simply put – we pay more. We also offer a competitive benefits program, designed to support employees and their families across all dimensions of health including medical, dental, vision, life, disability, 401(k) and paid holidays/time off for eligible employees. You can earn even more through referral bonuses. Achieve your potential and grow your career at NationsBenefits.com/Careers.
Role and Responsibilities
A Quality Assurance Auditor will monitor, rate and coach Member Experience Advisors call handling performance to ensure the highest level of quality and expectations are achieved.
Monitors and measures the quality of inbound and/or outbound calls for Member Experience, BPO, Provider and Members Services areas of operations.
Report daily, weekly, and monthly quality score results to QA Management, operational stake holders, and corporate management upon request.
Provide detailed feedback and performance related recommendations necessary to ensure quality performance.
Participate in scheduled internal call calibration sessions with leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
Work in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meets performance expectations.
Participate in review meetings including the development information on quality performance.
Contribute call feedback, scorecards, and recorded calls for client calibration sessions to ensure program compliance and balance on the program.
Ensure notification to MEO Leadership on any quality equipment and/or software that impedes the delivery of exemplary surface or impacts service level agreement requirements.
Facilitate coaching sessions with agents on call performance.
Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.
Maintain positive, consistent, and effective communication with agents, peers, and all levels of leadership throughout the Organization.
Maintain positive, timely, and professional communication with management to ensure client goals and objectives are achieved.
Perform other duties based upon business demands as assigned.
Qualifications and Education Requirements
High School Diploma or equivalent required.
BS degree preferred.
2-3 years customer service call center environment strongly preferred.
2-3 years Experience in call quality assurance monitoring and coaching experience required.
Preferred Skills
Highly PC proficient
Attention to detail and quality-oriented
Multi-task oriented
Exposure and/or interest in healthcare products and outcomes
Ability to remain highly motivated in a fast-pace, multi-faceted environment
Analytical thinker and problem solver
Excellent listening and interpersonal skills
Confident, approachable, and positive attitude
Excellent oral and written communication skills
Demonstrates personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)
Hours of operations are: Starting from 12:00 PM (Noon EST) to 8:30 PM (EST).