Customer Experience QA Associate

Job Summary

To support the delivery of exceptional member and provider experiences, the full-time Customer Experience Quality Assurance Associate will monitor and evaluate voice and non-voice interactions for compliance and quality standards in a fully remote capacity.

Key responsibilities

• Evaluate omni-channel interactions, including calls, emails, and chat, for compliance with quality standards and regulatory requirements
• Conduct daily reviews and audits to ensure adherence to client and company policies
• Recommend process and policy enhancements based on data-driven insights and collaborate with stakeholders

Required qualifications

• Bachelor's degree or equivalent combination of education and experience, with two or more years in quality assurance
• Demonstrated subject matter expertise in one or more MMIS functional areas
• Proficiency in Microsoft Office Suite and familiarity with contact center quality platforms
• Strong organizational and time management skills
• Ability to collaborate effectively with diverse teams