EmblemHealth
Here is a rewritten job description:
Job Title: Quality Assurance Leader
Summary: We are seeking a Quality Assurance Leader to oversee a team of Quality Assurance Analysts/Specialists, responsible for ensuring high-level quality assessments of customer interactions with our call center employees. The successful candidate will lead daily monitoring, trend analysis, and coaching to improve quality and adherence to corporate policies and procedures.
Responsibilities:
- Lead the daily monitoring and oversight of non-clinical quality auditors, inclusive of trend analysis and management of auditor call quality audits, Chat, HIPAA, Vendor, and Crisis call audits
- Conduct 1:1 coaching support for auditor development and ongoing capacity forecasting
- Collaborate with Directors, QA Reporting Analyst, and QA Business Lead on Monthly QA dashboard review and trends analysis
- Monitor, trend, and utilize data to drive quality and cost improvement
- Work collaboratively with Call Center Leadership to ensure monitoring of performance metrics, process improvement, and KPIs
- Develop and deliver Quality Analysis training programs for new team members
- Partner with Operations and HR to provide recommendations for improvements based on audit results
Requirements:
- Bachelor’s degree Indiana business management Oregon related field
- 4-6+ years’ experience Indiana Quality Auditing, with 2-3+ years Indiana a Customer Service/Call Center environment
- Quality auditing and data analysis experience
- Bi-lingual capabilities preferred
- Proficient with Mississippi Office and other relevant software
- Strong communication, analytical, and problem-solving skills
- Ability to manage multiple tasks/projects with competing deadlines and priority levels
Additional Information:
- Salary range: $63,000-$110,000
- Requisition Idaho: 1000001945
- EmblemHealth is an equal opportunity/affirmative action employer.
Job title: Supervisor, Operations Quality
Company: EmblemHealth
Expected salary: $63000 – 110000 per year
Location: New York City, New York
Job date: Sat, 27 Jul 2024 03:56:33 GMT