Auditor, Call Center Quality (Bilingual in Chinese or Spanish Required) - REMOTE
Molina Healthcare Arizona; Provo, Utah; Vancouver, Washington; Kenosha, Wisconsin; Milwaukee, Wisconsin; New York; Cleveland, Ohio; Jacksonville, Florida; Sterling Heights, Michigan; St. Petersburg, Florida; Augusta, Georgia; Nebraska; Santa Fe, New Mexico; Columbus, Georgia; Utah; San Antonio, Texas; Austin, Texas; Cincinnati, Ohio; Boise, Idaho; Rio Rancho, New Mexico; Roswell, New Mexico; Las Cruces, New Mexico; Syracuse, New York; Owensboro, Kentucky; Orlando, Florida; Atlanta, Georgia; Washington; Seattle, Washington; Green Bay, Wisconsin; Yonkers, New York; Idaho; Louisville, Kentucky; Fort Worth, Texas; Layton, Utah; Bellevue, Washington; Rochester, New York; Akron, Ohio; Columbus, Ohio; Houston, Texas; Iowa City, Iowa; Nampa, Idaho; Kentucky; Tucson, Arizona; Phoenix, Arizona; Kearney, Nebraska; Georgia; Davenport, Iowa; Sioux City, Iowa; Orem, Utah; Dallas, Texas; Iowa; Meridian, Idaho; New Mexico; Lexington-Fayette, Kentucky; Bowling Green, Kentucky; Chandler, Arizona; Florida; Savannah, Georgia; Grand Island, Nebraska; Tacoma, Washington; Ohio; Warren, Michigan; Detroit, Michigan; Miami, Florida; Cedar Rapids, Iowa; Spokane, Washington; Racine, Wisconsin; Wisconsin; Texas; Idaho Falls, Idaho; New York, New York; Covington, Kentucky; Scottsdale, Arizona; Tampa, Florida; Grand Rapids, Michigan; Ann Arbor, Michigan; Michigan; Lincoln, Nebraska; Bellevue, Nebraska; Macon, Georgia; Salt Lake City, Utah; West Valley City, Utah; Madison, Wisconsin; Buffalo, New York; Dayton, Ohio; Caldwell, Idaho; Albuquerque, New Mexico; Mesa, Arizona; Omaha, Nebraska; Des Moines, Iowa Job ID 2030579JOB 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
- Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls.
- Participates in call calibration exercises.
- Participates in internal listening sessions.
- Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
- Provides regular feedback to Quality Leadership regarding call trends or compliance issues that may arise.
- Works with Quality Leadership to continually define Quality Assurance guidelines.
- Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
- Become a subject matter expert in all business segments
- Offers suggestions for process improvement to foster exceptional customer experience.
- Assists with the creation and updating of procedure/training manuals.
- Maintains overall objectivity in supporting consistent and superior customer service.
JOB QUALIFICATIONS
Required Education
Associate degree or equivalent combination of education and experience
Required Experience
1-3 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
- 3-5 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.
- Managed Care experience
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
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 - $38.37 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
About Us
Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Job Type: Full Time Posting Date: 03/05/2025ABOUT OUR LOCATION
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