Call Center Quality Control Specialist - Hybrid / West Sacramento, California

Summary

As a Call Center Quality Control Specialist at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions. Here are the details on this position.

Your role in our mission

• Performs standard, recurring processing and quality tasks in support of outsourced services within a specific industry and functional area. Demonstrates knowledge and skill in assigned work processes. This includes listening to recorded calls and assessing and annotating whether company quality standards (rubric) were or were not met. Assessing and recording in the audit system of record if the appropriate system screen and protocols were followed, including but not limited to the level and type of documentation captured in the customer relationship management solution.
• Interprets, audits, and reconciles reports for accuracy or completeness. Prepares and maintains standard reports for management and clients. Key elements include conducting internal test calls and provide feedback via written reports and evaluating and scoring recorded calls based on various criteria (rubric).
• Searches for exports and sends call recordings to management on an ad hoc basis.
• Handles company confidential data according to policy and guidelines. Adheres to existing security policies and procedures.

What we're looking for

• High school diploma or G.E.D.
• Tow or more years of experience with business process service delivery and improvement, preferably in an outsourcing environment.
• One or more years of experience in the insurance industry or experience in a call center environment.
• Experience working with business solutions software, including word, excel, outlook and power point.
• Prior auditing and/or quality assurance experience.

What you should expect in this role

• Effective communication skills, both written and verbal.
• Effective organizational and time management skills with the ability to work under pressure and adhere to deadlines.
• Organization skills to balance and prioritize work and demonstrated attention to detail.
• High degree of dependability and self-motivation.
• Office environment or remote depending on business needs.

What you should expect in this role

Hybrid

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