CX Quality Assurance Manager

Summary

Working at HMS, a Gainwell Company, you will be part of an innovative product company with a mission to serve the healthcare needs of our communities.  As a CX Quality Assurance Manager, you are a highly motivated and experienced leader with a strong quality assurance background.  You will be responsible for overseeing quality assurance teams supporting our contact center ensuring that our customer interactions meet the highest standards of excellence. This includes developing high performing teams, supporting and executing business strategy, and working side-by-side with account partners and clients to ensure SLAs, goals, and objectives are achieved.  You will implement and deliver results of quality assurance assessments, initiatives and studies which provide proactive recommendations to deliver indistinguishable, frictionless customer experiences.

Your role in our mission

HMS empowers you through innovative technologies and solutions to deliver better health and human services outcomes.  When joining HMS, you will be accountable for:

• Quality Monitoring: Oversee the monitoring and evaluation of voice and non-voice contact center interactions across all contact channels (phone, email, chat, transactions, etc.) to ensure best in class customer experiences and compliance with company quality standards and applicable laws and regulations.
• Employee Performance and Development: Build, develop, and lead a team(s) of individual contributors and execute day-to-day Quality Assurance operational delivery for assigned account(s). Establish and effectively lead routines and utilize tools and reporting to drive team performance; train and provide ongoing coaching (account-specific metrics, AHT, APT, Occupancy, Utilization, Quality scores, etc.) to ensure employee engagement and meet SLAs and ensure client satisfaction. Create conditions for success by removing obstacles and championing change to drive employee engagement and a connection to their work and contributions.
• Data Analysis: Analyze quality assurance data to identify trends, areas for improvement, and opportunities to coordinate with training and development, process improvement and enterprise partners to continuously improve processes and new ways of working – ultimately drive improved customer experiences.  Utilize root cause analysis strategies to determine causality of trends.  Present this data to leadership and account partners, collaborating to provide insights as to quality drivers.
• Customer/Client Experience: Develop key internal relationships, with the goal of removing roadblocks and resolving issues for successful KPI/SLA achievement and excellent customer service. Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the customer experiences. Continuously, seek and understand employee and customer/client feedback to identify pain points and areas for improvement in the customer service process.
• Collaboration:  Effectively cultivate relationships with other departments and business partners, including to Work with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures. Proactively identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance.

What we're looking for

• A minimum of 5 years of experience in a contact center environment in people management, healthcare or business process outsourcing,
• Minimum of 3 years of experience in a quality assurance Call Center voice (front office) and/or non-voice (back-office) role or monitoring and accountability for contract performance and maintaining or improving service quality or improving service quality.
• Proficiency in contact center quality monitoring tools and software including CXOne and Verint; and strong knowledge of Windows-based software packages including MS-Word, Excel, Outlook, and PowerPoint, is required.
• Advanced verbal and written communication skills; very strong interpersonal skills demonstrated ability to work effectively with team members, customers (internal and external), and all levels of leadership.
• Detail-oriented and highly organized, with the demonstrated ability to manage multiple priorities and work effectively while delivering consistent individual performance and results.
• Quality assurance certifications (e.g., Six Sigma, COPC).
• Demonstrated ability to thrive in Autonomy in a fast-paced and dynamic environment.

What you should expect in this role

• Autonomy, authority, and accountability to shape employee and customer experiences.
• Preference of AK domiciled hybrid work schedule; if remote, expectation to travel to AK once a month for up to a one-week period each time.
• Opportunities to travel through your work up to 10% of the time.

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