Quality Assurance Supervisor - Customer Experience

Job Title Quality Assurance Supervisor – Customer Experience Exemption Status Exempt Management Level Supervisor Direct Reports Quality Assurance Specialists Manager Title Customer Experience Support & Logistics Manager Department Member Customer Service Requisition 24585 Pay & Benefits Estimated hiring range $79,430 - $97,080 / year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits Posting Notes This is a fully remote position, but you must reside in one of the listed 9 states. Job Summary This position supervises the quality assurance program and activities for the Customer Experience Department. Responsibilities include the recommendation and implementation of Quality Program policies, procedures, and process improvement activities, supervising Quality Assurance Specialists, creating and maintaining reporting and analysis on overall customer service gaps based on the results of the program, identifying and driving process improvement to fill those gaps and ensuring Customer Service Representatives (CSRs) continually achieve required competency and production levels. The role provides mentoring and modeling of CareOregon values that support program, department and organizational goals. The Quality Assurance Supervisor is also responsible for monitoring live and historical customer engagements, providing feedback to CSRs, completing monthly evaluations to support the team and program goals and incorporating the information into feedback for individual CSRs. Essential Responsibilities Program Oversight Execute the vision for the Quality Program, including development, implementation, and ongoing leadership of the program. Create and sustain a program that enables call center staff to resolve issues and improve the customer experience. Develop and implement quality standards to ensure service functions achieve world-class quality. Recommend and implement program policies and procedures. Remain abreast of trends and advancements in the customer service quality arena. Learn and leverage quality tools to ensure capabilities are fully functional; evaluate industry tools and offer recommendations. Create and update relevant documentation and resource materials as needed. Create and update relevant reporting and analysis on program progress and results. Quality Assessment Effect measurable improvement to member, provider and CSR survey results relating to quality; provide reports and communicate progress to stakeholders. Design CSR quality scorecards that reflect the member/provider journey; provide coaching on opportunities to improve the customer experience. Perform ongoing analysis of data and drivers affecting the metrics, identify root causes and implement process improvement programs. Oversee call audits, regularly conduct telephone quality reviews, and participate in quality calibration sessions. Inform management of trends impacting call quality and make recommendations for improvement of call quality and/or integrity. Streamline workflow processes and close performance gaps to achieve improved efficiency and reduce errors. Scale the current customer experience survey program to ensure it adds value to the organization, including appropriate tracking of feedback and resolution of issues. Collaboration Liaise with internal customers including Member Engagement and Compliance to ensure the quality program meets the needs of the organization. Work cross functionally on internal audits to improve the member/provider journey as well as audit performance. Collaborate with trainers, the knowledge team and leadership to implement new call flows, processes and resilient learning cycles for improved performance. Provide back-up coverage to Quality Specialists as needed. Employee Supervision Supervise team and recommend team direction and goals in alignment with the organizational mission, vision, and values. Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens. Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations. Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff. Train, supervise, motivate, and coach employees; provide support toward employee development. Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making. Ensure team adheres to department and organizational standards, policies, and procedures. Evaluate employee performance and provide regular feedback to support success; recognize strong performance and address performance gaps and accountability (corrective action). Perform supervisory tasks in collaboration with Human Resources as needed. Organizational Responsibilities Perform work in alignment with the organization’s mission, vision and values. Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals. Strive to meet annual business goals in support of the organization’s strategic goals. Adhere to the organization’s policies, procedures and other relevant compliance needs. Perform other duties as needed. Experience and/or Education Required Minimum 3 years’ experience in customer service or call center operations, including at least 2 years focused on quality programs, initiatives, and/or metrics Preferred Minimum 1 year experience in a supervisory or lead position or completion of CareOregon’s Aspiring Leaders Program; lead roles preferably include regular assistance to a manager or supervisor in staff hiring, coaching, performance evaluation, and other supervisory tasks Experience in a healthcare, social services, managed care or clinic setting Experience defining projects, collecting requirements and designing process solutions Experience with quality management tools such as NICE CXOne Quality Management Analytics or similar tool and speech analytics platforms Certification in Contact Center Quality Assurance Experience working with CareOregon Customer Experience or Operations processes and policies Experience creating and maintaining quality assurance program reporting and analysis Bi-lingual (Spanish) communication skills Knowledge, Skills and Abilities Required Knowledge Knowledge of or ability to quickly learn Oregon Administrative Rules (OARs), federal and state laws, and regulations that relate to the medical health, Medicaid and Medicare industry. Knowledge of the basic concepts of Managed Care Knowledge of principles of organizational change and ability to act as a change agent Knowledge of quality assurance and process improvement best practices Skills and Abilities Strong computer and data analysis skills Basic mathematical skills Possess inherent desire to develop, implement and drive superior quality outcomes Ability to manage multiple tasks and projects while remaining flexible in a fast-paced and dynamic work environment Excellent reading, writing and verbal communication skills Strong presentation skills and the ability to present root cause analysis and data driven decisions to leadership based on operational insights Excellent problem-solving, critical thinking, judgment, and decision-making skills Strong time management and organizational skills Excellent interpersonal and customer service skills Ability to use equity, diversity and inclusion lens to identify and remove barriers in the member/provider customer journey Ability to work effectively with diverse individuals and groups Ability to work independently Ability to participate fully and constructively in department/organizational meetings and department/organizational decisions Skilled in negotiation and ability to build consensus Ability to provide effective team leadership, including coaching and mentoring Ability to be a positive and influential role model Ability to lead under pressure and delegate as appropriate Ability to support and comply with organizational policies, procedures and guidelines Ability to occasionally work outside of standard business hours as needed Ability to work effectively with diverse individuals and groups Ability to learn, focus, understand, and evaluate information and determine appropriate actions Ability to accept direction and feedback, as well as tolerate and manage stress Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day Ability to hear and speak clearly for at least 3-6 hours/day Working Conditions Work Enviornment(s): Indoor/Office Community Facilities/Security Outdoor Exposure Member/Patient Facing: No Telephonic In Person Hazards: May include, but not limited to, physical and ergonomic hazards. Equipment: General office equipment Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used. Work Location: Work from home #MULTI Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment. Veterans are strongly encouraged to apply. We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status. Visa sponsorship is not available at this time.