Sr Auditor, Call Center Quality - Remote
Molina Healthcare Chandler, Arizona; Kenosha, Wisconsin; Orlando, Florida; Nampa, Idaho; Albuquerque, New Mexico; Louisville, Kentucky; San Antonio, Texas; Vancouver, Washington; New Mexico; Spokane, Washington; Milwaukee, Wisconsin; Jacksonville, Florida; Miami, Florida; Georgia; Columbus, Georgia; Des Moines, Iowa; Idaho; Meridian, Idaho; Owensboro, Kentucky; Covington, Kentucky; Lexington-Fayette, Kentucky; Ann Arbor, Michigan; Fort Worth, Texas; Layton, Utah; West Valley City, Utah; Bellevue, Nebraska; Everett, Washington; Wisconsin; Mesa, Arizona; Florida; Iowa; Sioux City, Iowa; Caldwell, Idaho; Buffalo, New York; Columbus, Ohio; Houston, Texas; Austin, Texas; Detroit, Michigan; Tampa, Florida; Atlanta, Georgia; Rio Rancho, New Mexico; New York; Rochester, New York; Syracuse, New York; Cincinnati, Ohio; Dayton, Ohio; Sterling Heights, Michigan; Nebraska; Phoenix, Arizona; Tucson, Arizona; Savannah, Georgia; Davenport, Iowa; Roswell, New Mexico; Kentucky; Bowling Green, Kentucky; Cleveland, Ohio; Salt Lake City, Utah; Grand Island, Nebraska; Kearney, Nebraska; Racine, Wisconsin; Green Bay, Wisconsin; Boise, Idaho; Akron, Ohio; Ohio; Texas; Utah; Provo, Utah; Orem, Utah; Bellevue, Washington; Omaha, Nebraska; Washington; Tacoma, Washington; Scottsdale, Arizona; Madison, Wisconsin; Macon, Georgia; Iowa City, Iowa; Albany, New York; Idaho Falls, Idaho; Grand Rapids, Michigan; Warren, Michigan; St. Petersburg, Florida; Augusta, Georgia; Cedar Rapids, Iowa; Santa Fe, New Mexico; Las Cruces, New Mexico; Yonkers, New York; Michigan; Dallas, Texas; Lincoln, Nebraska Job ID 2031186
Job 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
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Record and trend individual and department audit results and performs root-cause analysis when identifying error issues and trends.
• Assists in training new and existing staff.
• Assists with creating and updating training materials and departmental workflows.
• Monitors daily activities and report issues or concerns to management..
Job Qualifications
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
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Record and trend individual and department audit results and performs root-cause analysis when identifying error issues and trends.
• Assists in training new and existing staff.
• Assists with creating and updating training materials and departmental workflows.
• Monitors daily activities and report issues or concerns to management..
Job Qualifications
Required Education
Associate's Degree or equivalent combination of education and experience
Required Experience
3-5 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
• 5-7 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 - $42.2 / 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: 04/07/2025ABOUT OUR LOCATION
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