Professional, Retail Quality Assurance Lead
Reviews and facilitates general quality overview and improvements in all areas of the Retail Outreach Sales Call Center and acts as support in training, employee development, and process improvements. Responsibilities include: Facilitates RO Sales Call Center Coaching (Call Quality Review) program. Includes oversight of staff and the applicable tasks including call monitoring & campaigns, coaching, standards implementation and review, quality training and feedback, performance tracking, and communication geared towards overall employee development, with the goal of ongoing and sustained improvement in service quality levels per both internal and external standards and business requirements. Identifies and implements process improvement initiatives, both at a departmental and corporate level, to increase operational efficiency and overall effectiveness of RO operations and workflows. Performs statistical analysis to review opportunities for process and workflow improvement opportunities and implementation of project plans to facilitate improvements. Coordinates training as of a result of involvement in department related corporate projects. Participates in additional RO Call Center training initiatives. Acts as a Quality Assurance reviewer for departmental initiatives including one call resolution and other departmental standards to ensure proper auditing controls are in place and adhered to on a consistent basis. Assists management and representatives in handling member concerns, issues, and complaints, and may include direct member contact and issue resolution, as well as extensive interaction with other MVP departments. Is a liaison for MVP RO and other departments including complaints/appeals review to ensure staff complies with MVP corporate standards as well as State and Federal regulatory requirements. Oversees and participates in department’s correspondence process including correspondence development and procedural development. Conducts audits to ensure compliance with procedural and quality standards, including outside contacts. Manages tasks including operational objectives, task designation, provides input into employee performance evaluations and assessments, and daily operations. Performs other duties as required.
Assoc. degree Business/Management related field or two additional years of equivalent work experience may be considered.
Minimum 3 – 5 years related experience required. Previous customer service or sales leadership experience preferred.
• Excellent personnel, training and management skills;
• Excellent written and verbal skills; proven organizational and analytical skills; • Attention to detail and quality service
• Microsoft Office (Excel, Word, PowerPoint, Access) • Obtain NYSOH Certified Application Counselor certification within 90 days.
• Bilingual Spanish Preferred Skills:
• Strong working knowledge of CRM concepts. • Familiarity with call center technology: ACD and automated dialing
MVP Health Care is an Affirmative Action/Equal Opportunity Employer (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at firstname.lastname@example.org.
- Job Family Outreach
- Pay Type Salary
- Tarrytown Office, Tarrytown, New York, United States of America