Quality Representative - Audit customer service reps

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.Prescription Solutions helps consumers obtain the medications and products they need to live healthier lives. Services offered by the company include pharmacy network contracting, rebate contracting and administration, mail order pharmacy facilities, specialty drugs and retail drug claims processing.  The company is one of only three in the United States to have received URAC dual accreditation and provides clinical services to help its clients provide cost effective, quality-driven results.  The company is part of Pharmacy Services group, within Enterprise Services, a family of UnitedHealth Group businesses dedicated to improving the health and well-being of Americans.  We’re looking for an individual with great customer service skills and the ability to motivate others to join our team in Overland Park, KS. As the Quality Representative, you would audit recorded calls on the Customer Service team and provide feedback on the calls. This is an excellent opportunity to get into a leadership role and have an impact on the service our customers receive. Make a healthy career move, and apply today.  Key responsibilities of the Quality Representative include: Listening to recorded calls for Customer Service Performing audits on recorded calls Scoring calls and providing feedback to the agents Attending meetings and addressing issues within the team Suggesting improvements Ensuring calls are scored in a consistent mannerRequirements include: Customer service experience Excellent verbal and written communication skills The ability to motivate others and serve as a resource Proficiency in Microsoft Office suite In addition, ideal assets include: Quality auditing experience A background in the healthcare industry Project coordination experience Experience working with reports in trending and conducting data analysis Experience using a call monitoring system SharePoint skills Completion of some college UnitedHealth Group offers a full range of comprehensive benefits to full-time and part-time employees, including medical, dental and vision, as well as a matching 401k and an employee stock purchase plan.  Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V. UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment.Keywords: quality, quality audits, auditing, audits, customer service audits, customer service rep, customer service manager, manager, management, quality rep, quality representative