Job Description
Summary
Serves as a Quality Assurance (QA) subject matter expert for the Customer Experience (CX) organization, leveraging deep healthcare operations and quality expertise to provide hands‑on QA support across new and existing programs, projects, and scopes of work. As an individual contributor, drives execution of QA activities while supporting the achievement of account and operational deliverables. Provides peer coaching, mentoring, and escalation support, and partners closely with Accounts, Regions, and cross‑functional stakeholders. Through collaboration, influence, and disciplined execution, quality standards are consistently applied, and goals and objectives are achieved.
Your role in our mission
- Support, and as needed perform quality evaluations across all channels (call center and back-office work), completing required and targeted assessments, testing, audits, and retesting (complex and non‑complex) to validate controls, corrective actions, and sustained compliance.
- Analyze objective and subjective evidence to assess quality, identify root causes, support training and process improvement feedback loops and improve performance; serve as escalation support to QA team members and assist leader with unresolved or high‑risk issues.
- Provide hands-on support for DDIs, GTGs, and projects as assigned.
- Serve as peer coach, mentor, and provide work guidance to QA and Operations team members.
- Serve as a subject matter expert and escalation resource for complex quality issues; drive consistency through calibration and standardized evaluation practices (engagement and facilitation).
- Partner with leaders and staff to maintain and enhance DLPs, SOPs, and support documentation and collateral to support consistent execution of work.
- Collect, analyze, and trend quality and defect metrics; deliver concise written and verbal reporting with actionable insights and recommended solutions for leaders and stakeholders.
- Partner cross‑functionally with Operations, Compliance, Legal, and business leaders to support QA initiatives, projects, and external audits while mitigating regulatory and operational risk.
What we're looking for
- 4+ years Quality Assurance subject matter experiences (including not limited to evaluating, leading calibrations, conducting audit routines, assessment studies and trend analysis, quality methodology and practices); and a Bachelor's degree or equivalent experience.
- Deep healthcare operations expertise, preferably in a Supervisory role / capacity in Medicaid / Medicare the voice (call center) and non-voice (back-office) area(s).
- Strong written and verbal communication skills; hands-on change management planning and execution experience; with demonstrated attention to detail and adaptability to respond to changing business needs.
- Excellent organizational and time management skills; skilled at working independently and as part of a team with a proven track record of driving quality improvements.
- Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (including Verint and CXOne).
What you should expect in this role
- Fully remote position. Region and Time Zones supported to be indicated at posting.
- Opportunity to travel through your work up to 25% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.