Quality Assurance Specialist

Summary

The Quality Assurance Specialist will monitor inbound service calls to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures.

The specialist will audit prior authorizations for accuracy and provide feedback to reduce errors.

This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

Your role in our mission

•    Participates in customer and client listening programs to identify customer needs and expectations.

•    Monitor the effectiveness and quality of incoming calls.

•    Audit prior authorizations for accuracy.

•    Determine weaknesses in performance and establish solutions to improve.

•    Ensure compliance with company's quality systems.

•    Identify process improvement opportunities and coaching to agents.

•    Generate and maintain feedback and coaching documentation. Provides feedback to call center team leaders and managers.

•    Offer daily feedback via verbal & written communication.

•    Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center.

•    Ability to work and complete projects without supervision, self-motivated.

•    Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

What we're looking for

•    2 years of call center customer care experience, preferably in a pharmacy or PBM environment. 

•    Strong attention to detail, exceptional listening and analytical skills.

•    Ability to utilize various call monitoring systems. 

•    Excellent communication skills both written and verbal required.

•    Excellent organizational skills and ability to handle multiple tasks under deadlines. 

•    Strong knowledge of customer care processes and techniques. 

•    Demonstrated ability to work well in a team environment. 

What you should expect in this role

• Remote, work from home.