Note: The job is a remote job and is open to candidates in USA. Modivcare is a service-oriented company dedicated to making a difference in people's lives. The Quality Assurance Specialist II is responsible for evaluating customer service interactions and identifying opportunities for quality improvement while ensuring compliance with company policies.
Responsibilities
- Performs contact center call/email monitoring and provides response/outcome trend data
- Participates in customer and client listening programs to identify customer needs and expectations
- Identifies process and employee behavior quality improvement opportunities
- Collects and compiles quality data for improvement
- Develops, recommends and monitors corrective and preventive actions
- Prepares reports to communicate outcomes of quality activities
- Completes performance assessments for a random sample of contact center staff to help provide data about overall performance levels and evaluation of the individual managing the contact
- Provides professional and constructive feedback about strengths and areas of opportunity during coaching of contact center operations resources
- Delivers ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience
- Participate in other projects or duties as assigned
Skills
- High School Diploma required
- One (1) plus years of related experience
- Or equivalent combination of education and/or experience
- Able to apply working knowledge of the organization, job, practices and procedures to be proficient in all aspects of job
- Work is performed independently, with minimal supervision
- Able to establish priorities and manage time to complete work
- Able to collaborate with other departments or teams as may be required to perform role
- Able to work in a faced-paced environment and meet deadlines
- Strong attention to detail
- Excellent oral and written communications skills communicating clearly and concisely
- Able to effectively build relationships with co-workers
- Proficient using Microsoft Word, Excel, PowerPoint, and Outlook
Benefits
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post --Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
Company Overview
ModivCare is a healthcare services company that provides emergency medical transportation and care-centric solutions. It was founded in 1996, and is headquartered in Denver, Colorado, USA, with a workforce of 10001+ employees. Its website is https://modivcare.com.Company H1B Sponsorship
Modivcare has a track record of offering H1B sponsorships, with 1 in 2024, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.
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