Quality Assurance Specialist

Responsibilities

• Evaluate contacts and service engagements ensuring the quality of service, excellence in professionalism, sensitivity, accuracy and timeliness are provided to the membership; document all fact findings, identify trends, training gaps and provide recommendations for improvements to management
• Monitor the reporting and analytics platform (CUIC) daily for time management and production in accordance with servicing center’s policies and procedures
• Provide administrative, gate keeper and workflow coordination support of BeneFAQs for management of topic content writing, editing and publishing
• Generate comprehensive qualitative and quantitative reports; conduct performance analysis to identify appropriate performance standards and acceptable quality levels 
• Assist with the implementation of new call center technology, testing new system applications for discrepancies, Policy & Procedure Documentation, developing and delivering training to staff
• Conduct presentations, follow up meetings along with Call Calibration session; work closely with management to ensure changes in departmental policies and procedures are incorporated into the Quality Monitoring Process
• Consistently deliver objective feedback on performance of Service Center Representatives; provide recommendations for training to ensure employees have the skills needed to achieve goals.
• Provide follow-up coaching to help staff develop their skills and leadership 
• Must meet performance standards including attendance and punctuality

Qualifications

• High School Diploma or GED required; College Degree preferred
• Minimum three (3) years high volume customer service experience in a call center environment required
• Basic knowledge of Microsoft Office (Word, Excel and PowerPoint) required
• Knowledge of Health Claim Benefits such as: Medical, Hospital, Dental, Surgical, X-ray, Laboratory and Care Management in a health insurance or benefits environment preferred
• Comprehensive knowledge of pension administration, eligibility requirements, benefit provisions, and enrollment protocols required
• Knowledge of BeneFAQs, to include web-based application navigation and text editing
• Excellent interpersonal, writing, communication and presentation skills required
• Knowledge of Call Management System (Finesse, Verint, CUIC, etc.) functions and reports preferred
• Strong analytical, organization and time management skills; ability to multi-task and follow up
• Ability to work well independently with good leadership qualities and problem-solving skills
• Perform additional duties and projects as assigned by management