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Molina Healthcare Auditor, Call Center Quality (Bilingual, Dine) in Albuquerque, New Mexico

Job Description

Job Summary

Under general direction, this position is responsible for supporting total quality methods, processes and procedures for the Call Center division. This position will help preserve service excellence through: monitoring and assessing customer interactions of Call Center Associates; documenting agent performance strengths and weaknesses using a Quality Management System (NICE); highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals.

Knowledge/Skills/Abilities

• Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls.

• Participates in call calibration exercises.

• Participates in internal listening sessions.

• Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.

• Provides regular feedback to Quality Leadership regarding call trends or compliance issues that may arise.

• Works with Quality Leadership to continually define Quality Assurance guidelines.

• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.

• Become a subject matter expert in all business segments

• Offers suggestions for process improvement to foster exceptional customer experience.

• Assists with the creation and updating of procedure/training manuals.

• Maintains overall objectivity in supporting consistent and superior customer service.

Job Qualifications

Required Education

Associate's Degree or equivalent combination of education and experience

Required Experience

1-3 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.

Preferred Education

Bachelor's Degree or equivalent combination of education and experience

Preferred Experience

• 3-5 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.

• Managed Care experience

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

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