Job Information
EmblemHealth Supervisor, Operations Quality in New York, New York
Summary:
- Responsible for managing, coaching, and developing a growing team of Quality Assurance Analysts/Specialists for our call centers who provide high level and escalated quality assessments of employees who handle calls from our existing and potential members, providers, patients, vendors, and customers that require further review and analysis.
- Ensure that quality assurance is applied in a holistic, independent, objective, and neutral manner to improve the customer experience, and overall quality of our advocate's interactions with the customer.
- Play a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes, quality and adherence to corporate policies and procedures.
Responsibilities:
- Responsible for the daily monitoring and oversight of non-clinical quality auditors, through the creation of tools, collating trend analysis and management/alignment of the auditors call quality audits, Auditor Audits (AOA'S), Chat,
HIPAA, Vendor, Crisis call audits; etc. - Conduct 1:1 coaching support for auditor development and ongoing capacity forecasting/analysis.
- Collaborate with Director, QA Reporting Analyst and QA Business Lead on the Monthly QA dashboard read out and trends analysis. Improve current measures based on health plan contracts, national standards/best practices.
- Monitor, trend, and utilize data to drive quality and cost improvement.
- Work collaboratively with the Director and Call Center Leadership to ensure monitoring of performance metrics, process improvement, and KPIs.
- Identify historical trends through data analysis.
- Proactively monitor trends within the call center, such as month over month agent performance metrics and any missed SLAs at the agent or organizational level.
- Provide Quality Assessment review to Leaders monthly and upon request.
- Propose different solutions outside of set parameters and use prior experience and on-the-job training to solve straightforward tasks. Use technical skills and analytic thinking to resolve problems.
- May use multiple internal sources outside of own team to arrive at decisions.
- Develop and deliver Quality Analysis training program for new team members.
- Deliver new hire auditing overview and orientation programs; coordinate and facilitate calibration sessions for ops staff and for the quality audit process in nesting for new hire staff.
- Partner with Operations and HR to provide recommendations for improvements based on audit results.
- Perform other job-related duties as directed, assigned, or required.
Requirements:
- Bachelor's degree in business management or related field required; additional experience/specialized training may be considered in lieu of educational requirements
- 4 - 6+ years' experience in Quality Auditing required
- 2 - 3+ years' experience in a Customer Service/Call Center environment preferred
- Quality auditing and data analysis experience required
- Bi-lingual capabilities preferred
- Understanding of company systems, policies, and procedures required
- Proficient with MS Office (Word, Excel, Access, PowerPoint, Outlook, Teams, SharePoint, etc.) required
- Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required
- Attention to detail; strong analytical, problem-solving, and reporting skills required
- Strong organization, prioritization, and time management skills required
- Ability to successfully manage multiple tasks/projects with competing deadlines and priority levels required
Additional Information
Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly
