Quality Assurance Associate

Job Summary

Evaluating contact center interactions and back-office transactions, the remote Associate Professional Quality will monitor compliance and accuracy while conducting reviews and audits to enhance member and provider experiences.

Key responsibilities

• Evaluate voice and non-voice interactions to ensure adherence to quality standards and compliance
• Conduct quality reviews and audits, analyzing performance trends to identify improvement opportunities
• Collaborate with operational teams to communicate quality findings and support coaching initiatives

Required qualifications

• Bachelor's degree or equivalent experience with at least two years in quality assurance or relevant expertise
• Knowledge of Medicaid Management Information Systems (MMIS) operations in various functional areas
• Experience with quality assurance principles and performance evaluation methodologies
• Proficiency in Microsoft Office Suite and familiarity with quality monitoring platforms like NICE CXone or Verint
• Strong analytical and organizational skills with the ability to collaborate across teams