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Senior Assistant Business Process Services

Date:  Jan 24, 2023
Location: 

West Sacramento, CA, US, 95605-1630

Req ID:  16331

Summary

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Supports the business process services team in delivering efficient and effective outsourced processes and services within a specific industry and functional area to meet objectives and quality standards for clients. Specifically expected to audit and evaluate the quality and accuracy of recorded agent communications, including telephone calls and screen capture.  Demonstrates business knowledge and skills developed through formal job-related training or work experience.
Works within established procedures with a moderate degree of supervision. Identifies issues and all contributing factors in straightforward situations, assesses each using standard procedures, and makes sound decisions.

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 screens 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.  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

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  • Effective communication skills, both written and verbal
  • Two 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 PowerPoint
  • Prior auditing and/or quality assurance experience

What you should expect in this role

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

 

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