Quality Assurance Specialist (2nd Shift)Primary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix Apply
The Quality Assurance Specialist supports the delivery of excellent customer service to Medicaid members through monitoring of call quality, assisting in the coaching of call agents, and production of reports.
Serves in the primary role through the monitoring of the call agents' appropriate handling of Medicaid member calls. Conducts a sample of completed calls and produces a QA report for each employee and for the department. Monitors call quality statistics to support management oversight of call handling improvement and achievement of all standards. Supports the call center through group and individual call results reports, to identify opportunities for improvement and potentially higher performance initiatives. Ensures compliance with all standards and metrics. Produces reports for management and for other business units. Collaborates with other quality assurance staff to promote consistency and the sharing of best practices. Achieves all TR Scorecard objectives.Background Experience:
At least two years experience in an appropriate call center environment in quality assurance monitoring.
Knowledge of Medicaid, Medicare, health insurance, and related products preferred.
Possess attention to detail and follow-up skills.
Possesses excellence in oral and written communications skills. Possesses excellent listening skills.
Is able to work collaboratively and cooperative with others. Is professional at all times.
Excellent attendance record.
Possesses technical skills in using recordings to listen, document, and score calls.
Is not judgmental and refrains from bias in the conduct of duties.
Able to work independently with minimal oversight and direction. Organized and meets deadlines.
Produces error-free documents.
Successfully engages with others for the achievement of call center excellence.Functional Skills: Customer Service - Call center monitoring & analysis - Inbound calls - call center location, Customer Service - Customer Service - Call Quality Audit - Inbound call monitoring, Customer Service - Customer Service - Member Services - HMO products, Customer Service - Customer Service - Member Services - Traditional products Potential Telework Position: No Percent of Travel Required: 0 - 10% EEO Statement: Aetna is an Equal Opportunity, Affirmative Action Employer Benefit Eligibility: Benefit eligibility may vary by position. Click here to review the benefits associated with this position. Candidate Privacy Information: Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
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