Quality Assurance & Training Specialist

JOB TITLE: Quality Assurance & Training Specialist

DEPARTMENT: Contact Center

REPORTS TO: Director, Service Operations

TYPE: Full Time, Exempt

LOCATION: Remote

COMPENSATION: 48,000-53,000

ROLE SUMMARY:

The Quality Assurance and Training Specialist will ensure that Healthmine Member Service Representatives (including call center vendor partner) are properly trained to be compliant with regulations, adherent to call center policies/procedures, and achieving behaviors/call resolution, as well as documenting opportunities for Healthmine Call Center Leadership to build internal strategies to support quality delivery of services provided to our clients and their membership.

WHAT YOU WILL DO:

• Plan, implement, and/or participate in calibration/QA activities for call center staff and provide feedback to call center team and senior management.
• Other duties as assigned.
• Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills.
• Design, approve, and evaluate all training programs, and training materials to meet Client Services KPIs and SLA performance parameters.
• Assist with all new hire training and onboarding for internal and external call center staff.
• Identify and provide ongoing training to member service representatives and/or vendor representatives to continually improve the standard of quality.
• Build QA action plans based on clients’ needs and expectations and determine and identify individual training needs.
• Prepare and analyze internal and external quality reports by collecting and summarizing information to identify patterns, trends, and anomalies for senior management.
• Assist and provide support with Tier 1 & Tier 2 functions and provide SME assistance as needed to support the Contact Center.
• Assist with the design, implementation, and monitoring of the Client Services Quality Assurance Program policies and procedures.
• To be a single point of contact with the call center staff and senior management for providing feedback on training/coaching requirement/s for employees on areas of development and under performance and recommend corrective actions.

WHAT YOU NEED:

• Health Insurance (Commercial, Medicaid, or Medicare) and/or member-facing experience is preferred.
• Strong attention to detail, and data entry experience required.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
• Associates Degree or Higher Education is required.
• 3+ years of operational experience is required.
• Proficiency with Microsoft Excel, Word, PowerPoint, and Outlook is required.
• Leadership experience preferred.

WHAT WE PROVIDE:

• 401(k) with match and 100% vested on first day of contribution.
• 100% remote work with semi-flexible schedules.
• Generous Universal Parental Leave.
• Competitive base salaries, full benefits (medical, dental, vision), and company paid STD/LTD benefits.
• 18 PTO days and 16 Paid Holidays.

About Healthmine:

Healthmine is a technology-enabled member engagement and rewards company. We build personalized, ongoing engagement strategies for health plans that drive healthy action through incentives and rewards, enhance member experience, and improve outcomes.

Healthmine provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Healthmine will provide reasonable accommodations for qualified individuals with disabilities.