Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM
The Customer Service Quality / Audit Representative will audit recorded calls and provide feedback on those calls. This position is responsible for all aspects of quality assurance within customer service. This position conducts audits and provides feedback to reduce errors and improve processes and performance. This is an excellent opportunity to use your interpersonal skills in a role where you would have room for advancement while positively impacting our customer service. Make a smart career move, and apply today.
Positions in this function are responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance. *Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement.
Lead quality assurance by conducting audits of calls of Customer Service Representatives
Provide coaching / feedback to advocate in call evaluations
Analyze information and utilize to build recommendations to reduce errors and improve process performance
Participate in calibration sessions ensuring calls are scored consistently throughout the teams
Interact with the leadership group to aid in overall staff development
Assist in queue when required
Assist Learning and Delivery with training initiatives
Extensive work experience within own function
Work is frequently completed without established procedures
May act as a resource for others
May coordinate others' activities
- High School Diploma / GED or higher
- 2+ years call center experience
- 1+ years customer service experience
- 1+ years experience working within quality assurance and/or QFiniti
- Intermediate experience with Microsoft Excel and basic experience with MS Word with the ability to edit, create, save and send spreadsheets and documents
Careers at UnitedHealthcare Employer & Individual.
- Knowledge of HIPAA
- Auditing experience
- Experience working with the Google Suite of products
We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: customer, service, quality, audit, representative
Associated topics: call center, call center associate, call center specialist, coordinator, intern, platform support, service, service representative, service specialist, technical assistant