Quality Assurance Operations Supervisor
2 weeks ago
Overview:
- Accountable for leading, mentoring, and nurturing a dynamic team of Quality Assurance Analysts/Specialists within our call centers, who conduct comprehensive and elevated quality evaluations of personnel managing interactions with our valued members, providers, patients, vendors, and customers that necessitate further scrutiny and assessment.
- Guarantee that quality assurance is executed in a comprehensive, impartial, objective, and unbiased manner to enhance the customer journey and the overall quality of our representatives' engagements with clients.
- Play a pivotal role in mitigating organizational risk by continuously refining business operations, quality standards, and compliance with corporate policies and protocols.
Key Responsibilities:
- Oversee the daily monitoring and management of non-clinical quality auditors, including the development of tools, aggregation of trend analyses, and alignment of auditors' call quality evaluations, Auditor Audits (AOA'S), Chat, HIPAA, Vendor, and Crisis call audits, among others.
- Facilitate one-on-one coaching sessions to support auditor development and ongoing capacity forecasting/analysis.
- Collaborate with the Director, QA Reporting Analyst, and QA Business Lead on the Monthly QA dashboard presentation and trend analysis. Enhance existing metrics based on health plan agreements, national benchmarks, and best practices.
- Analyze, monitor, and leverage data to drive quality enhancements and cost efficiencies.
- Work in partnership with the Director and Call Center Leadership to ensure the tracking of performance indicators, process enhancements, and key performance metrics.
- Identify historical patterns through data examination.
- Proactively observe trends within the call center, such as month-over-month agent performance metrics and any missed service level agreements at both the agent and organizational levels.
- Provide Quality Assessment reviews to Leadership on a monthly basis and upon request.
- Suggest alternative solutions beyond established parameters and utilize prior experience and on-the-job training to address straightforward tasks. Employ technical skills and analytical thinking to resolve issues.
- May utilize various internal resources outside of the immediate team to reach decisions.
- Design and implement a Quality Analysis training program for new team members.
- Conduct new hire auditing orientation and overview programs; coordinate and lead calibration sessions for operational staff and the quality audit process during the nesting phase for new hires.
- Collaborate with Operations and HR to offer recommendations for enhancements based on audit findings.
- Perform additional job-related duties as assigned or required.
Qualifications:
- Bachelor's degree in business management or a related field is required; additional experience or specialized training may be considered in lieu of educational qualifications.
- 4 - 6+ years of experience in Quality Auditing is required.
- 2 - 3+ years of experience in a Customer Service/Call Center environment is preferred.
- Experience in quality auditing and data analysis is essential.
- Bi-lingual capabilities are preferred.
- Understanding of company systems, policies, and procedures is required.
- Proficiency in MS Office (Word, Excel, Access, PowerPoint, Outlook, Teams, SharePoint, etc.) is required.
- Strong communication skills (verbal, written, presentation, interpersonal) with diverse audiences are essential.
- Attention to detail; strong analytical, problem-solving, and reporting skills are required.
- Excellent organizational, prioritization, and time management skills are necessary.
- Ability to effectively manage multiple tasks/projects with competing deadlines and priorities is required.
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