Job Information
CAREOREGON INC Quality Assurance Supervisor Customer in MILWAUKEE, Wisconsin
JOB REQUIREMENTS: Career Opportunities: Quality Assurance Supervisor - Customer Experience (24585) Requisition ID 24585 - Posted 09/26/2024 - CareOregon - Full Time - Permanent - Portland - Multi Location (9) Job Description Print Preview Job Title Quality Assurance Supervisor - Customer Experience Exemption Status Exempt Management Level Supervisor Direct Reports Quality Assurance Specialists Manager Title Customer Experience Support & Logistics Manager Department Member Customer Service Requisition 24585 Pay & Benefits Estimated hiring range \$79,430 - \$97,080 / year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits Posting Notes This is a fully remote position, but you must reside in one of the listed 9 states. Job Summary This position supervises the quality assurance program and activities for the Customer Experience Department. Responsibilities include the recommendation and implementation of Quality Program policies, procedures, and process improvement activities, supervising Quality Assurance Specialists, creating and maintaining reporting and analysis on overall customer service gaps based on the results of the program, identifying and driving process improvement to fill those gaps and ensuring Customer Service Representatives (CSRs) continually achieve required competency and production levels. The role provides mentoring and modeling of CareOregon values that support program, department and organizational goals. The Quality Assurance Supervisor is also responsible for monitoring live and historical customer engagements, providing feedback to CSRs, completing monthly evaluations to support the team and program goals and incorporating the information into feedback for individual CSRs. Essential Responsibilities Program Oversight Execute the vision for the Quality Program, including development, implementation, and ongoing leadership of the program. Create and sustain a program that enables call center staff to resolve issues and improve the customer experience. Develop and implement quality standards to ensure service functions achieve world-class quality. Recommend and implement program policies and procedures. Remain abreast of trends and advancements in the customer service quality arena. Learn and leverage quality tools to ensure capabilities are fully functional; evaluate industry tools and offer recommendations. Create and update relevant documentation and resource materials as needed. Create and update relevant reporting and analysis on program progress and results. Quality Assessment Effect measurable improvement to member, provider and CSR survey results relating to quality;... For full info follow application link. We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/696298F9C47E4FFD