Call Center Quality Assurance Specialist

Call Center Quality Assurance Specialist
Tampa, FL (Queen Palm location)

General Summary:
In this as a CSO Internal Auditor, for medical and workers compensation calls, you’ll be responsible for reviewing telephone interactions of our service representatives against service files. You’ll want to ensure that appropriate information is given and protocols are followed. You’ll be a quality champion with a customer service focus! Your essential responsibilities will include:
Performing quality review on telephone interactions for member/provider calls in accordance with company policies and procedures. Your review will be timely, and you’ll meet or exceed Coventry’s productivity and quality goals. Performing focused reviews for phone quality of member services and provider inquiries to target potential problem areas. Assessing, investigating and resolving errors and rebuttals from customer service functional areas. Completing audit reports that outline quality statistics and explaining identified errors and the causes of these errors. Communicating effectively with health plan and workers compensation management to gather audit documentation and explain results. Performs other duties as required.

Job Requirements include:
HS degree or equivalent; Bachelor’s degree preferred At least 1-2 years QA call monitoring experience in a call center setting. We prefer medical experience or knowledge of medical terminology. Understands random sampling methodology Has effective keyboard skills; can navigate within a Windows-based environment without assistance, has basic knowledge of Microsoft Office software. Has the ability to learn multiple quality systems and reports. Strong analytical and problem solving skills.

We provide competitive salaries, excellent benefits and a desirable work environment. Individuals interested in our employment opportunities may apply on-line to Job Requisition #76357.
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Coventry Health Care is an Affirmative Action / Equal Opportunity Employer, and we are committed to building a talented and diverse team. logET();PauseFooter(false);