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Quality Auditor Jobs
Company | Tria Federal (Tria) |
Address | , Remote |
Employment type | FULL_TIME |
Salary | |
Expires | 2023-12-05 |
Posted at | 8 months ago |
Remote (EST Hours)
Full Time
Minimum Background Check*
- US Citizenship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time.
Who We Are:
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.
Follow us on LinkedIn
#PoweringPossible
Who You Are:
You are a talented Quality Auditor with at least 1 year of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You’re looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.
Military Veterans and individuals with disabilities are encouraged to apply!
About This Role:
Favor TechConsulting, LLC (FTC) a wholly-owned subsidiary of Tria Federal (Tria) is seeking a talented Quality Auditor.
Role Overview: The Quality Appointment/Scheduling Auditor works under the direction of the Operations Quality Manager and Quality Director. The Appointment Scheduling Auditor performs evaluations on the calls and work completed by Appointment Scheduling Representatives (ASR) in the VA CCN program. The Auditor conducts evaluations and provides feedback to reduce errors, improve processes, and ensure quality and consistency of the Appointment Scheduling program. Work instructions and other source of truth documents are used to ensure the proper processes were followed, and accurate and complete information was provided. The Quality Appointment/Scheduling Auditor will identify, interpret and utilize applicable Appointment Scheduling and Quality audit policies and procedures in this role.
Responsibilities:
- Demonstrate knowledge of the healthcare industry as related to handling Health Care related calls and appointments
- Review customer service documentation in various systems
- Participate in calibration sessions ensuring calls are scored consistently throughout the teams
- Identify and document opportunities and clearly cite the correct work instruction or source of truth for the noted opportunity
- Work independently
- Identify, communicate and implement opportunities for improving internal audit/rebuttal processes within the Quality team
- Other activities as assigned
- Analyze and monitor calls and work completed by ASRs for accuracy and policy adherence
- Recognize trends and assist with possible preventative action including not limited to Business Process Improvement (BPI) recommendations
- Review the work of others to assess adherence and accuracy with process requirements
The “Need-to-Have” Skills & Qualifications:
- Intermediate experience in Microsoft Word (creating / updating documents) and Microsoft Excel (creating / updating spreadsheets, pivot tables, and formulas)
- 3+ years customer service Call Center experience in the healthcare industry
- Excellent verbal and written communication skills
- Strong analytical skills and exceptional problem-solving skills
- 1+ year auditing experience in the areas of customer service or appointment scheduling (calls/tasks)
- Ability to independently manage multiple priorities
- Demonstrated ability to organize material from various sources, analyze and draw logical conclusions
Professional Certifications:
N/A
Education:
High School Diploma or GED
Clearance:
Minimum Background Check
Years of Professional Experience:
- 1+ year auditing experience in the areas of customer service or appointment scheduling (calls/tasks)
- 3+ years customer service Call Center experience in the healthcare industry
Required Technical / Business Toolset Experience:
- Team Lead/SME experience in a Call Center or Quality Team
- Understanding of basic Quality Programs
“Nice-to-Have” Skills & Qualifications:
- Team Lead/SME experience in a Call Center or Quality Team
- Understanding of basic Quality Programs
Physical Requirements:
- Must have hardwired connection into laptop
- Level II IT security clearance. Lifting or other physical labor is not routine parts of the job.
- Must have workspace in the home with a door and no distractions and no other people in the room
Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.
As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
Job Listing ID: job_20230807173002_K9NIOAMBA8YSXNUP
Equal Employment Opportunity (EEO):
Tria Federal (Tria) is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer.
As an Equal Employment Opportunity provider, Tria follows the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information.
U.S. Citizenship is required for this specific opportunity as Tria is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness.
Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the Tria careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to [email protected] or call (703) 229-5888. Include the nature of your request, along with your name and contact information.
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