Contact Center Operations Quality Assurance (QA) Specialist - National Remote | Optum

You’ll enjoy the flexibility to telmute* from anywhere within the U.S. as you take on some tough challenges.

Optum is a global organization that delivers care, ed by technology to help millions of people live healthier lives. The work you do with our team will directly improve health oues by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture ged by diversity and inclusion, talented peers,prehensive benefits, and career development opportunities. Come make an impact on themunities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Contact Center Operations Quality Assurance (QA) Specialist is responsible for performing inbound and outbound call monitoring and/or Audit the Auditor evaluations for seven third-party vendors, including onshore and offshore, to ensure customer service is delivered to the highest level. The QA Specialist will document the results and proe feedback for reporting and coaching opportunities. The QA Specialist is responsible for preparing information and facilitating calibrations. The QA Specialist assists in developing and creating call center quality processes and procedures, as well as making rmendations for enhancements to training materials as needed to enhance the overall customer experience.

This position is full-time, Monday - Fay. Employees are required to work our normal business hours of 8:00am – 5:00pm local time . It may be necessary, given the business need, to work occasional overtime or weekends.

We offer weeks of p training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

• All Telmuters will be required to adhere to UnitedHealth Group’s Telmuter Policy.

Primary Responsibilities:

• Conduct call monitoring and/or Audit the Auditor evaluations against defined quality scorecards
• Proe concise written analysis of the interaction along with feedback and coaching rmendations to improve the customer service representative’s performance.
• Utilize tracking system to report out quality performance by indiual and team.
• Prepare pre-calibration information for internal and external partners.
• Actively facilitate and proe feedback in calibrations and quality assurance meetings.
• Compile calibration takeaways and data to deliver to internal and external partners.
• Prepare calls and information for call listening sessions with external partners.
• Identify ways to improve and promote quality.
• Proe relevant and timely information to immediate management and peers.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as proe development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED (or higher)
• 2+ years of experience in contact center environment
• 2+ years of experience with quality evaluation tools and programs
• Experience with Microsoft Excel (creating, editing, saving spreadsheets)
• Experience withputer and Windows PC applications, which includes the ability to learn new andplexputer system applications
• Ability to work full-time, Monday - Fay between 8:00am – 5:00pm including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

• Advanced facilitation and coaching skills
• Bilingual fluency in English/Spanish

Telmuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and proes information privacy.
• Ability to keep allpany sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed inte connection or leverage an existing high-speed inte service.

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Reents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island reents is $18.80 - $36.78 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, aprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives..

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and ie–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower ies. We aremitted to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health oues — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive coneration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, genderentity or expression, marital status, gic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Canates are required to pass a drug test before beginning employment.

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