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Call Center Quality Assurance Analyst

Company: Centene
Location: Woodland Hills
Posted on: November 7, 2019

Job Description:

Call Center Quality Assurance Analyst Position Purpose: The Quality Assurance Analyst for the Medicare telesales team is responsible for conducting process control audits and documentation reviews for compliance with standards such as internal and regulatory standards. This position identifies and tracks opportunities for improvement as related to compliance and departmental processes and requirements. This position supports the policy and procedure (P & P) application, including author/user coaching and ad hoc reporting. - Schedules, prepares for, conducts and reports on internal quality assessments. - Monitors and reviews telesales inbound and outbound calls to ensure compliance and department standards are met. - Documents, tracks and analyzes call quality trends. - Manages, maintains and distributes the telesales outbound call strategies. - Discovers best practices used in the organization and shares with others to support continuous improvement. - Communicates with business owners to solicit updates on improvement opportunities identified during assessments. Manages, drives and tracks the progress of improvement opportunities to completion. - Keeps up to date with all changes to and continually expands knowledge base of standards such as regulatory and department standards. - Maintains department tracking system to manage internal assessment, scheduling information, checklists, and defined criteria specific to each department. - Maintains department policies and procedures (P & Ps). - Maintains templates for documentation that remain viable to the organization. - Collaborates with appropriate department or staff to maintain and deliver P & P author training modules on effective policy, procedure, and work instruction documentation. - Coaches P & P authors as needed on effective documentation practices and appropriate use of the P & P application. - Serves as liaison with IT Services and Access Admin regarding P & P application. - Establishes and maintains a systematic process for the authorization and tracking of sign-off authorities for P & P approval. - Contributes in the development of training curriculum. - Performs other duties as assigned. Education/Experience: Bachelor's Degree preferred. Minimum two years audit, quality control or related experience in call center environment. Solid data analysis skills, understanding of health insurance/managed care and call center operations, and proficiency in Word & Excel (prefer intermediate-to-advanced Excel skills). Experience with Medicare highly desired. Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Health Insurance Operations USA-California-Woodland Hills USA-Arizona-Tempe Medicare Full-time

Keywords: Centene, Chino Hills , Call Center Quality Assurance Analyst, Professions , Woodland Hills, California

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