Quality Assurance Associate III

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Title : Quality Assurance Associate III

Department : Customer Service / Contact Center

Employment Type : Full-Time (Monday-Friday)

Location : Virtual (Work-from-home)

Compensation : $18.00 - $20.00 per hour

Training Schedule : Monday to Friday, 9 : 00 AM 5 : 30 PM EST

Work Schedule : Monday to Friday, between 8 : 00 AM 4 : 30 PM or 9 : 00 AM 5 : 30 PM EST

Quality Assurance Associate

Job Description

The Contact Center Quality Assurance Assoicate will be responsible for coordinating and monitoring internal and external calls PAP center agents. To ensure outstanding service is being provided to our patients / HCPs. The Analyst will be directly responsible for identification of inefficiencies and gaps in processes to enhance the customer experience and increase first call resolution. Identifies areas of opportunity regarding the improvement of Patient Satisfaction. Evaluates the call experience from the patients / HCP point of view and provides evaluation and feedback. The QA Analyst will also be required to cross train for training of new hires and ongoing training required for the contact center.

Responsibilities

Review and monitor incoming and outgoing calls from patients / HCPs.

Manage a roster of agents to meet quality monitoring requirements; daily, weekly and / or monthly.

Identifies and tracks performance trends and provides recommendations for improvement.

Provide feedback regarding monitoring scores and identify strengths and weaknesses.

Provide coaching, feedback to supervisor / Team Lead / Agent when / if required.

Review and create reports when needed for the QA department.

Assist in developing training and competencies based on trends in quality and metrics.

Conduct / Assist with new hire and refresher training, in office and virtual.

Other duties and / or projects as assigned.

Qualifications :

• Education, Knowledge, Skills and Abilities Required :
• Associate's Degree in a Business, Healthcare, Psychology or Related Field preferred or equivalent education and / or experience.
• Minimum of 3 years of call center experience.
• Minimum of 2 years of experience working in a Quality Assurance department.
• Experience coaching and training of others; one on one or classroom environment.
• Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and / or customers.
• Must be self-motivated, innovative, and flexible.
• Analytical and troubleshooting skills; with the ability to formulate recommendations to improve quality.
• Flexible work style, and ability to work within a diverse team.
• Strong relationship and rapport building.
• Excellent technical skills and attention to detail.
• Ability to adapt to a fast-paced environment and constant demands.
• Creative ('outside the box') thinker.
• Understands and adheres to confidentiality requirements in relation to team member information.
• Must have good problem solving skills and the ability to approach problems logically and troubleshoot.
• Must have good time management skills.
• Must have the ability to multitask and prioritize to accomplish multiple tasks with multiple deadlines.
• Supports and participates in a collaborative team-oriented environment

Pay Transparency Statement

Pay transparency laws in some locations require disclosure of compensation-related information. For this position, actual salaries will vary and may be above or below the range based on various factors, including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive.

Furthermore, Conduent provides a variety of benefits to employees, including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time.

The estimated salary range for this role is $18-20 per hour.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex / gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military / veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded : click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

Salary : $18 - $20