Contact Center Specialist II, Quality Assurance

Job Description

In addition to the responsibilities listed below, this position is responsible for performing member interaction monitoring and participating in calibration sessions to ensure quality, accuracy, and compliance; investigating and addressing service and quality issues submitted by members, staff, and external agencies and ensuring the timely resolution of issues as well as providing recommendations for improving member interactions; providing consultation to a variety of stakeholders on the identification and resolution of standard and non-standard process, system, and/or training gaps for improved efficiency and effectiveness; identifying  improvements for quality standards, processes, resources, training, and educational materials; collaborating with the training department in updating of job aides; tracking and compiling data as well as reporting trends and actionable insights to various stakeholders.                                                                          

Essential Responsibilities                                                         

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, independently; and tracking and resolving routine, non-routine, and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to escalate issues requiring additional review to senior team members.
• Enables contact center operations by: leveraging comprehensive foundational knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.
• Contributes to the development of contact center operational insights by: analyzing basic operational data to provide contact center operations analysis insights; identifying operational improvements based on operations analysis results and learning best practices to apply solutions; and populating and interpreting standard operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and implementing strategies to remedy contact center quality concerns.                                                                  

Minimum Qualifications                                                                          

• Minimum one (1) year experience working with Excel.
• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum three (3) years of customer service or a directly related field OR Minimum four (4) years of experience in customer service or a directly related field.                                                                          

Additional Requirements                                                                        

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Time Management; Quality Assurance Process;
• Member Service; Data Entry; Relationship Building; Work Process Design; Computer Literacy; Microsoft Office
• Analytical Skills: Strong analytical skills to evaluate performance data and identify trends.
• Attention to Detail: Keen attention to detail to accurately assess call quality and identify areas for improvement.
• Communication Skills: Excellent verbal and written communication skills to provide clear and constructive feedback to agents.
• Problem-Solving: Ability to identify problems and develop effective solutions.
• Technical Proficiency: Familiarity with call center technology, call monitoring tools, and customer relationship management (CRM) systems.
• Interpersonal Skills: Strong interpersonal skills to build positive relationships with agents and other stakeholders.
• Training and Coaching: Experience in training, coaching, quality assurance monitoring and mentoring employees is a plus.                                                                                                           

Preferred Qualifications                                                                          

• One (1) year of experience in process improvement.
• One (1) year of experience in an operations management role.
• One (1) year of experience in quality management/improvement.
• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off.