Quality Assurance Customer Care Auditor - Bilingual
DentaQuest - Mequon, WI

This job posting is no longer available on DentaQuest. Find similar jobs: DentaQuest jobs

JOB SUMMARY

The primary objective of this position is to perform quality monitoring of live and/or recorded calls to ensure department quality objectives are achieved with the established frequency of audits. Skills of each Customer Service Representative will be evaluated against established phone quality metrics, which include but are not limited to, accuracy of information provided, tone of individual representative, effective call management and demonstrated professionalism.

JOB RESPONSIBILITIES:
Performs quality monitoring of live and/or recorded calls to ensure department quality objectives are achieved with the established frequency of audits. Skills of each individual Customer Service representative will be evaluated against established phone quality metrics, which include but are not limited to, accuracy of information provided, tone of individual representative, effective call management and demonstrated professionalism.

Perform quality monitoring of live and recorded phone calls to ensure department quality objectives are achieved with the established frequency of audits.

Monitor call quality using assessment tools; score and document results for each monitored call.

Identify prevalent trends and recommend immediate resolution techniques to management.

Provide quality feedback to individual representatives and to Customer Service Supervisors.

Identify additional training needs based on review and analysis of quality monitoring results.

Adhere to Interrater Reliability principles to ensure the audit results generated meet the accepted criteria by quantitatively defining the degree of agreement between two or more auditors.

Share ideas/recommendations for process improvements for monitoring and training with management team.

Develop and coordinate the implementation of systems, procedures and forms to improve data collection.

Assist in the development of action plans to address quality deficiencies.

Assist in facilitating new hire training as it relates to “Quality”.

Develop and update quality templates with current review elements.

Reporting:
Produce weekly, monthly, quarterly and annual management and operations focused reports.

Assist in developing and maintaining dashboard to report Corporate and Client Quality results.

Required Skills

Required Experience

Two to four year College Degree in Finance or Healthcare preferred. High School diploma/GED Required.

2 or more years of Customer Service experience in health care industry, preferably in an auditing role

Strong customer service business, operational and procedural knowledge.

Ability to identify prevalent adverse performance trends and recommend resolution techniques to management.

Maintain a comprehensive working knowledge of policies and procedures across all product lines.

Ability to make sound decisions.

Ability to analyze and solve problems.

Strong interpersonal, written and oral communication skills.

Proven logic and reasoning skills that apply methods of consistency, validity, soundness and completeness.

In depth knowledge of Windward a plus.

Strong computer skills. Intermediate to Advanced knowledge of Microsoft Excel, Access and Word required.

Bi-lingual skills a plus.

About this company
47 reviews