Auditor, Call Center Quality (Fluent in Korean Required) - REMOTE
Molina Healthcare Arizona; Grand Rapids, Michigan; Grand Island, Nebraska; Las Cruces, New Mexico; San Antonio, Texas; Dallas, Texas; Fort Worth, Texas; Georgia; Texas; Utah; Racine, Wisconsin; Tucson, Arizona; Miami, Florida; Macon, Georgia; Bowling Green, Kentucky; Rio Rancho, New Mexico; New York, New York; Cleveland, Ohio; Akron, Ohio; Idaho; West Valley City, Utah; Spokane, Washington; Kenosha, Wisconsin; Savannah, Georgia; Nampa, Idaho; Warren, Michigan; Lincoln, Nebraska; Buffalo, New York; Florida; Kentucky; Provo, Utah; New Mexico; Ohio; Madison, Wisconsin; Green Bay, Wisconsin; Jacksonville, Florida; Orlando, Florida; Caldwell, Idaho; Davenport, Iowa; Louisville, Kentucky; Owensboro, Kentucky; Santa Fe, New Mexico; Rochester, New York; Columbus, Ohio; Cincinnati, Ohio; Dayton, Ohio; Austin, Texas; Iowa; Orem, Utah; Scottsdale, Arizona; Augusta, Georgia; Meridian, Idaho; Ann Arbor, Michigan; Omaha, Nebraska; Bellevue, Nebraska; Columbus, Georgia; Boise, Idaho; Des Moines, Iowa; Sioux City, Iowa; Iowa City, Iowa; Detroit, Michigan; Sterling Heights, Michigan; Houston, Texas; New York; Vancouver, Washington; Bellevue, Washington; St. Petersburg, Florida; Idaho Falls, Idaho; Cedar Rapids, Iowa; Lexington-Fayette, Kentucky; Kearney, Nebraska; Albuquerque, New Mexico; Roswell, New Mexico; Salt Lake City, Utah; Layton, Utah; Tacoma, Washington; Michigan; Wisconsin; Phoenix, Arizona; Mesa, Arizona; Chandler, Arizona; Tampa, Florida; Atlanta, Georgia; Covington, Kentucky; Yonkers, New York; Syracuse, New York; Nebraska; Milwaukee, Wisconsin; Washington Job ID 2029540JOB 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: $20.29 - $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: 01/06/2025ABOUT OUR LOCATION
View Map- Auditor, Call Center Quality (Fluent in Korean Required) - REMOTE Arizona, Grand Rapids Michigan, Grand Island Nebraska, Las Cruces New Mexico, San Antonio Texas, Dallas Texas, Fort Worth Texas, Georgia, Texas, Utah, Racine Wisconsin, Tucson Arizona, Miami Florida, Macon Georgia, Bowling Green Kentucky, Rio Rancho New Mexico, New York New York, Cleveland Ohio, Akron Ohio, Idaho, West Valley City Utah, Spokane Washington, Kenosha Wisconsin, Savannah Georgia, Nampa Idaho, Warren Michigan, Lincoln Nebraska, Buffalo New York, Florida, Kentucky, Provo Utah, New Mexico, Ohio, Madison Wisconsin, Green Bay Wisconsin, Jacksonville Florida, Orlando Florida, Caldwell Idaho, Davenport Iowa, Louisville Kentucky, Owensboro Kentucky, Santa Fe New Mexico, Rochester New York, Columbus Ohio, Cincinnati Ohio, Dayton Ohio, Austin Texas, Iowa, Orem Utah, Scottsdale Arizona, Augusta Georgia, Meridian Idaho, Ann Arbor Michigan, Omaha Nebraska, Bellevue Nebraska, Columbus Georgia, Boise Idaho, Des Moines Iowa, Sioux City Iowa, Iowa City Iowa, Detroit Michigan, Sterling Heights Michigan, Houston Texas, New York, Vancouver Washington, Bellevue Washington, St. Petersburg Florida, Idaho Falls Idaho, Cedar Rapids Iowa, Lexington-Fayette Kentucky, Kearney Nebraska, Albuquerque New Mexico, Roswell New Mexico, Salt Lake City Utah, Layton Utah, Tacoma Washington, Michigan, Wisconsin, Phoenix Arizona, Mesa Arizona, Chandler Arizona, Tampa Florida, Atlanta Georgia, Covington Kentucky, Yonkers New York, Syracuse New York, Nebraska, Milwaukee Wisconsin, Washington 01/06/2025
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