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Customer Service Quality Assurance Specialist

2 months ago

Golden, Colorado, United States UnitedHealth Group Full time
About the Role

UnitedHealth Group is seeking a highly skilled Customer Service Quality Audit Representative to join our team. In this role, you will be responsible for auditing recorded calls and providing feedback to improve customer service quality.

Key Responsibilities
  • Conduct quality audits of customer service calls to identify areas for improvement
  • Provide coaching and feedback to customer service representatives to enhance their performance
  • Analyze data to identify trends and make recommendations to improve processes and performance
  • Participate in calibration sessions to ensure consistent scoring of calls
  • Interact with leadership to aid in staff development and improve overall customer service quality
Requirements
  • High school diploma or equivalent required
  • 1+ year of call center or medical office experience
  • 2+ years of customer service experience
  • Intermediate experience with Microsoft Excel
  • Basic experience with Microsoft Word
Preferred Qualifications
  • Knowledge of HIPAA and commercial (HMO/PPO) and Medicare products
  • Auditing experience or certification
  • 1+ year of experience working in quality assurance
What We Offer

UnitedHealth Group offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off. We also offer opportunities for professional growth and development, as well as a collaborative and supportive work environment.

Colorado Residents Only: The hourly range for this role is $32.55 per hour. Pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable.