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Auditor, Call Center Quality

Irving, Texas Job ID 2000118
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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.

• 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's 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.



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