[Remote] Quality Assurance Specialist II

Note: The job is a remote job and is open to candidates in USA. Modivcare is a service-oriented company dedicated to making a difference in people's lives. The Quality Assurance Specialist II is responsible for evaluating customer service interactions and identifying opportunities for quality improvement while ensuring compliance with company policies.

Responsibilities

• Performs contact center call/email monitoring and provides response/outcome trend data
• Participates in customer and client listening programs to identify customer needs and expectations
• Identifies process and employee behavior quality improvement opportunities
• Collects and compiles quality data for improvement
• Develops, recommends and monitors corrective and preventive actions
• Prepares reports to communicate outcomes of quality activities
• Completes performance assessments for a random sample of contact center staff to help provide data about overall performance levels and evaluation of the individual managing the contact
• Provides professional and constructive feedback about strengths and areas of opportunity during coaching of contact center operations resources
• Delivers ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience
• Participate in other projects or duties as assigned

Skills

• High School Diploma required
• One (1) plus years of related experience
• Or equivalent combination of education and/or experience
• Able to apply working knowledge of the organization, job, practices and procedures to be proficient in all aspects of job
• Work is performed independently, with minimal supervision
• Able to establish priorities and manage time to complete work
• Able to collaborate with other departments or teams as may be required to perform role
• Able to work in a faced-paced environment and meet deadlines
• Strong attention to detail
• Excellent oral and written communications skills communicating clearly and concisely
• Able to effectively build relationships with co-workers
• Proficient using Microsoft Word, Excel, PowerPoint, and Outlook

Benefits

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Company Overview

Company H1B Sponsorship