Senior Quality Assurance Manager: Contact Center Operations

Description

About GetInsured:

What started as the “Expedia” of health insurance, has grown to a market leading company that is transforming government IT infrastructures with our proven SaaS and AI technology. Our innovative approach to health insurance shopping and enrollment has expanded beyond exchanges, and we’re now reinventing the way states administer safety net programs such as Medicaid, SNAP (food stamps), child care, and unemployment insurance. With our cutting-edge technology, we’re helping agencies help more people, faster, and transforming health care service delivery as we know it.

We are looking for a Sr. Quality Assurance Manager to join our GetInsured team. GetInsured is the leading provider for state-based marketplace technology with more experience than any technology provider transitioning states off healthcare.gov and implementing exchanges. We are dedicated to helping as many Americans as possible easily find and enroll in affordable health insurance.

Overview:

The Quality Assurance Manager is responsible for oversight and continual improvement of the quality of customer interactions within the contact center. They establish standards, monitor performance, analyze data, and provide feedback to CSRs, contact center management and product managers to enhance customer satisfaction and CSR performance. This role also involves developing training programs, process and procedure documentation and process improvements to address quality issues.

Key Responsibilities:

Develop and Maintain Quality Standards:

Establish and maintain quality standards for customer interactions, including call handling, email, SMS, chat and tickets.

Monitor Agent Performance:

Regularly monitor agent interactions, using tools like call recording and transcript review, to assess adherence to standards.

Analyze Data and Metrics:

Analyze key performance indicators (KPIs) such as customer satisfaction, first-call resolution, and call handling time to identify trends and areas for improvement.

Provide Feedback and Coaching:

Offer constructive feedback to agents on their performance, highlighting areas for improvement and providing coaching to enhance their skills. Assist the contact center operations team to create and implement CSR coaching and development plans.

Develop and Implement Training:

Design and implement training programs and process enhancements to address identified quality gaps and improve overall performance.

Develop and Implement Procedures, Knowledge Base Repositories and Job Aids:

Design and implement enhancements to process and procedure documentation inclusive of job aids and decision trees to address identified quality gaps and improve overall performance.

Report and Communicate:

Prepare reports on contact center performance, communicate findings to management, and collaborate with other departments to address quality issues. Create weekly, monthly, and quarterly trend reporting inclusive of deficiency monitoring and correction.

Collaborate with Teams:

Work with other departments, including training and operations, product managers, and internal and external client practice, to align quality efforts and ensure consistency.

Ensure Compliance:

Maintain compliance with company policies, industry standards, and relevant regulations.

Complaint and Appeal Escalation Review:

Investigate events where appropriate, determine the root causes of incidents and share information with appropriate contact center management within reasonable timeframes.

Qualifications

SKILLS AND QUALIFICATIONS: 

Customer Service Experience: Proven experience in customer service and quality assurance roles.

Stong Active Listening Skills:

Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to provide constructive feedback.

Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills to identify areas for improvement and develop effective strategies.

Leadership and Management Skills: Ability to lead and motivate teams, including supervising QA specialists and contact center administrative support.

Training and Knowledge Repository Development Skills: Knowledge of training methodologies and the ability to develop effective training programs and operations documentation.

Technical Proficiency: Familiarity with call center technology, CRM systems, and data analysis tools.

EDUCATION AND EXPERIENCE: 

• BA/BS preferred
• 5 years of experience in Quality Assurance/Auditing in a health insurance contact center
• 3 years of experience in client practice representing an organization to multiple external clients
• Experience in auditing health and/or benefit transactions (phone, email, claims, billing, back office, etc.) and providing constructive feedback, preferable in a high-volume contact center environment
• Intimate knowledge of NICE Quality Management and Interaction Analytic products preferred.

Benefits:

• We offer a comprehensive benefits package, including but not limited to:
• Health, Dental, Life, Disability, and Vision insurance
• Healthcare spending or reimbursement accounts (HSA/FSA)
• Retirement benefits (401k)
• Paid time off
• Education assistance or tuition reimbursement-
• Employee discounts for Gym memberships & commuting/travel assistance

Values:

• We believe that working hard, when it is imbued with purpose, can and should be fun.
• You’ll find we are a “can do” place where people work together and roll up their sleeves to get the job done.
• Everyone has a voice; everyone’s ideas count, and everyone is respected.
• We have built a company, as well as a community of friends and colleagues, with respect for each other.