This position supports quality assurance methods and procedures for the Call Center division at Molina Healthcare. The role involves monitoring customer interactions, documenting agent performance, managing escalations, conducting audits, and assisting with training. The position requires experience in Quality Assurance/Auditing, Call Center, or Customer Service, with responsibilities including performance monitoring, trend analysis, and process improvement.
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
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.
