CUSTOMER SVC QA SPEC II
Value Options - Coppell, TX

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ABOUT OUR COMPANY

ValueOptions ® is a health improvement company that serves more than 32 million individuals. On behalf of employers, health plans and government agencies, we manage innovative programs and solutions that directly address the challenges our health care system faces today. A national leader in the fields of mental and emotional wellbeing, recovery and resilience, employee assistance, and wellness, ValueOptions helps people make the difficult life changes needed to be healthier and more productive. With offices nationwide and a network of more than 130,000 provider locations, ValueOptions helps people take important steps in the right direction. We help them live their lives to the fullest potential.

ABOUT OUR PEOPLE

At ValueOptions, it’s more than a job. Our employees embrace the company vision of helping people lead healthier lives. The over 3,100 employees on our team enjoy challenging career growth in an environment that values integrity, innovation, consumer engagement and joint accountability. Employees have access to comprehensive benefit packages; corporate discounts; continuing education opportunities, including our online learning portal, and more. At ValueOptions we strive to build a boundless culture and community of professionals that includes honest, open and free-flowing communication. We are passionate about the work we do.

If you have a passion to make a difference and a thirst to actively develop your knowledge and skills, join the ValueOptions team!

ABOUT THE POSITION

We are currently seeking a dynamic Customer Service Quality Assurance Specialist to join our team at our office in Coppell, TX. The Quality Assurance Specialist will build customer loyalty by enhancing the service quality of the Customer Service Department through the monitoring of calls and correspondence as well as supporting assigned supervisors in the staff feedback and development processes.

Position Responsibilities:

  • Monitor, evaluate and document member or provider calls for randomly designated staff to ensure staff responses meet quality standards, and provides supervisors/customer service representatives with call coaching quality data. Supports assigned supervisors to ensure frequent feedback and developmental opportunities are provided to the Customer Service staff.
  • Coordinate the compilation of inquiry monitoring evaluations and efficiency data to prepare for efficient call coaching sessions. Provide customer service representatives with an action plan for process improvement if needed.
  • Compile summary level call coaching and efficiency data in preparation for performance reviews.
  • Audit the timeliness and accuracy of both written and telephonic inquiry resolution requests made by Customer Service staff, as appropriate.
  • Recommend process improvements or training opportunities to improve overall service quality by identifying trends in inquiry monitoring.


  • Position Requirements:
    • Education: Associates degree or equivalent/relevant work experience is required . A Bachelor’s degree is preferred.
    • Licensure : N/A
    • Relevant Work Experience : Two years of experience in resolution of complex claims issues in Customer Service or a related field and the knowledge of resources available within the organization to resolve internal/external problems and concerns is required. Excellent analytical, problems solving, decision making, time management, organizational, coaching and feedback skills along with excellent written, verbal, interpersonal/negotiation skills and a strong ability to prioritize tasks is also required.

    TO APPLY

    Click below on “Apply for this Position” to create a profile and apply for the position

    OR

    Follow this link to be taken to our Job Board, where you can create a profile and apply for the position:

    http://ch.tbe.taleo.net/CH01/ats/careers/jobSearch.jsp?org=VALUEOPTIONS&cws=1

    ValueOptions is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment.

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