Quality Assurance Associate - Onsite

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.

Title: Quality Assurance Associate

Location: Onsite – Topeka, KS

Hourly rate $19.82

Job Description:

Quality Associates (QA) are responsible for ensuring compliance of policy and procedures are consistently applied and maintained. The QA will partner with the supervisor to identify QA trends to provide effective coaching/feedback to agents and eligibility professionals where applicable. The QA will validate audit findings with operational personnel to concur root cause analysis.

Essential duties may include, but are not limited to

• Evaluate recorded calls to assess employee technical accuracy, customer service performance, documentation for the call, and conformity to department policies and procedures.
• Review and monitor employees transactional work to assess employees technical accuracy, customer service performance, documentation for the transaction, and conformity to department policies and procedures
• Document and provide management with daily/weekly reporting to identify issues and provide solutions; track quality issues and provide feedback to managers.
• Work in partnership with supervisors to provide timely coaching and ensure continuous improvement.
• Facilitate coaching workshops based on worker errors.
• Collaborate with Quality team to maintain quality standards and ensure proper evaluation methodology.
• Identify and recommend changes to the quality review guidelines as processes/procedures are modified for the frontline staff.
• Identify and recommend enhancements to coaching and training materials as needed to improve the overall customer experience.
• Responsible for activities involving quality assurance and compliance with all applicable company and regulatory requirements.
• Adheres to the KDHE/Conduent Quality Assurance Plan
• Implements key process improvement efforts and influences cross-functional efforts.
• Interacts with external auditors, providing process documents, evidence and remediation plans.
• Must be willing to work onsite.
• All other duties as assigned.

Skills/abilities:

• Exceptional listening and analytical skills
• Excellent planning, organization, and problem-solving abilities
• Meticulous with strong attention to detail and takes self-initiative
• Disciplined and can follow precise procedures and guidelines
• Ability to identify issues, to obtain relevant information, to compare data from different sources, and identify alternate solutions
• Ability to adjust effectively to work within new processes and requirements
• Strong written and oral communication skills required.
• Ability to maintain confidentiality and professionalism
• Ability to research, assess, audit, and apply information to practices and standards
• Proficient in Microsoft office suite
• Strong ability to read and interpret written information.
• Strong oral communication and group presentation skills.
• Clear and professional written communication.
• Ability to synthesize and analyze complex information

Qualifications/Experience preferred

• Possess Associate’s Degree, Bachelor’s degree preferred
• 3 years’ experience in Medicaid Eligibility with proven proficiency and knowledge
• Bilingual, preferred

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-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. In addition, 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 and/or sick time. The estimated hourly rate for this role is $19.82/hr

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.

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.