Quality Assurance Associate

Job Summary

To support quality assurance initiatives, the full-time Associate Professional Quality will monitor and evaluate voice and non-voice interactions for compliance and accuracy while working remotely.

Key responsibilities

• Evaluate omni-channel interactions, including calls, emails, and chat, for adherence to quality standards and regulatory requirements
• Facilitate calibration sessions and engage with stakeholders to share insights and improve processes
• Recommend enhancements to processes and policies based on data-driven insights and industry best practices

Required qualifications

• Bachelor's degree or equivalent education and experience, including two or more years in quality assurance
• Subject matter expertise in one or more MMIS functional areas such as Customer Centers or Provider Relations
• Proficiency in Microsoft Office Suite and familiarity with quality assurance platforms like CXOne or Verint
• Demonstrated ability to collaborate effectively with diverse teams
• Strong organizational skills and adaptability to change