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Quality Assurance Specialist
2 months ago
Job Title: Quality Assurance Associate
Job Summary:
We are seeking a highly skilled Quality Assurance Associate to join our team at Conduent. As a Quality Assurance Associate, you will play a critical role in ensuring compliance with policy and procedures, identifying trends, and providing effective coaching and feedback to agents and eligibility professionals.
Key Responsibilities:
- Evaluate recorded calls to assess employees' technical accuracy, customer service performance, documentation, and conformity to department policies and procedures.
- Review and monitor employees' transactional work to assess technical accuracy, customer service performance, documentation, and conformity to department policies and procedures.
- Document and provide management with daily/weekly reporting to identify issues and provide solutions; track quality issues and provide feedback to managers.
- Work in partnership with supervisors to provide timely coaching and ensure continuous improvement.
- Facilitate coaching workshops based on worker errors.
- Collaborate with the Quality team to maintain quality standards and ensure proper evaluation methodology.
- Identify and recommend changes to the quality review guidelines as processes/procedures are modified for frontline staff.
- Identify and recommend enhancements to coaching and training materials as needed to improve the overall customer experience.
- Responsible for activities involving quality assurance and compliance with all applicable company and regulatory requirements.
- Adheres to the KDHE/Conduent Quality Assurance Plan.
- Implements key process improvement efforts and influences cross-functional efforts.
- Interacts with external auditors, providing process documents, evidence, and remediation plans.
Requirements:
- Exceptional listening and analytical skills.
- Excellent planning, organization, and problem-solving abilities.
- Meticulous with strong attention to detail and takes self-initiative.
- Disciplined and can follow precise procedures and guidelines.
- Ability to identify issues, obtain relevant information, compare data from different sources, and identify alternate solutions.
- Ability to adjust effectively to work within new processes and requirements.
- Strong written and oral communication skills required.
- Ability to maintain confidentiality and professionalism.
Education and Experience:
- Possess Associate's Degree, Bachelor's degree preferred.
- 3 years' experience in Medicaid Eligibility with proven proficiency and knowledge.
- Ability to research, assess, audit, and apply information to practices and standards.
- Proficient in Microsoft office suite.
- Strong ability to read and interpret written information.
- Strong oral communication and group presentation skills.
- Clear and professional written communication.
- Ability to synthesize and analyze complex information.
- Bilingual, preferred.
