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Quality Assurance Call Center Associate I

Company: Conduent
Location: Fresno
Posted on: October 13, 2019

Job Description:

About ConduentConduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve. We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world. Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at DescriptionConduent staff members understand the vision, mission, and guiding principles, as well as the quality policies, objectives, and critical processes of the NV Program and the strategic and systematic approach that is necessary to achieve them. We achieve excellence by encouraging a quality culture with set standards, well defined goals and clear channels of communication. It is the combined responsibility of all NV Program personnel to practice and uphold the program's quality goals.

This list describes the Quality goals.

  • To provide excellent and timely customer service to both internal and external customers through diligent adherence to our contractual obligations
  • To continually seek ways to improve the processes and practices that are required to meet project commitments
  • To provide accurate reporting on a regular and timely basis as requested
  • To provide transparent and professional avenues of communication with everyone we do business with

    Quality Analyst Criteria

    • Flexible- able to work ANY shift 6am- 6pm(We support ALL SHIFTS) days off WILL VARY based on the monthly QA schedule of deliverables
    • Attendance- Pattern of positive attendance in the last 30 days-No pattern of Absences or Tardies. Must be dependable and able to support team at any time(Attendance report will be requested from Supervisor for any applicant)
    • Professional attitude -dress- positive attitude -Team driven
    • No corrective action Written or above in the last 90 days(includes Policy Violations)
    • Proficient with Excel spreadsheets and workbooks(able to create and maintain)
    • Excellent Verbal and Written skills- (Tested real time in interview)
    • Efficient Time Management skills- accountability for time-sensitive projects/weekly reports

      Quality Analyst Responsibilities

      • Must be able to accurately Audit/Complete/Correct Manual Reviews with 100% accuracy- Content- Grammar-Spelling -Format
      • Perform Daily call monitoring up to 30 per day(per Monthly Schedule)
      • Perform Training Lab Call Monitoring/Side by Sides and Manual Review Audits( per class schedule)
      • Complete Daily Manual Review Audits(up to 250wkly depending on Monthly schedule)
      • Conduct Supervisor Calibrations and provide Feedback
      • Conduct Weekly Team Lead Quality meetings for reporting and coaching feedback
      • Provide Weekly/ Monthly Reporting to Client on Calls Reviewed-Contact Form Accuracy Rate- Manual Reviews/ Inbox accuracy
      • Assist with call volume or Manual review volume as needed
      • Able to create and implement processes based on the QASP and SOPs for Quality

        If you feel you meet the above criteria, and are interested in the Quality position, please apply today!ClosingConduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

Keywords: Conduent, Fresno , Quality Assurance Call Center Associate I, Other , Fresno, California

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