Quality Assurance Customer Service Associate Auditor, DentaQuest

Sun Life • Kansas City, MO

1d • $54,000 - $72,900 • Hybrid

About The Position

The Quality Assurance Customer Service Associate Auditor performs quality monitoring of live and/or recorded calls to ensure department quality objectives are achieved with the established frequency of audits. Skills of each Customer Service Representative will be evaluated against established phone quality metrics, which include but are not limited to, accuracy of information provided, tone of representative, effective call management and demonstrated professionalism.

Requirements

• Two to four year College Degree in Finance or Healthcare preferred.
• High School diploma/GED Required.
• 2 or more years of Customer Service experience in health care industry, preferably in an auditing role.
• Strong customer service business, operational and procedural knowledge.
• Ability to identify prevalent adverse performance trends and recommend resolution techniques to management.
• Maintain a comprehensive working knowledge of policies and procedures across all product lines.
• Ability to make sound decisions.
• Ability to inspect and solve problems.
• Strong written and oral communication skills.
• Proven judgement and reasoning skills that apply methods of consistency, validity, soundness and completeness.
• In depth knowledge of Windward a plus.
• Strong computer skills.
• Intermediate to Advanced knowledge of Microsoft Excel, Access and Word required.
• Ability to work overtime as needed or required.

Nice To Haves

• Spanish speaking skills preferred.
• In depth knowledge of Windward a plus.

Responsibilities

• Performs quality monitoring of live and/or recorded calls to ensure department quality objectives are achieved with the established frequency of audits.
• Skills of each Customer Service representative will be evaluated against established phone quality metrics, which include but are not limited to, accuracy of information provided, tone of representative, effective call management and demonstrated professionalism.
• Monitor call quality using assessment tools; score and document results for each monitored call.
• Identify prevalent trends and recommend immediate resolution techniques to management.
• Provide quality feedback to representatives and to Customer Service Supervisors.
• Identify additional training needs based on review and evaluation of quality monitoring results.
• Adhere to Interrater Reliability principles to ensure the audit results generated meet the accepted criteria by quantitatively defining the degree of agreement between two or more auditors.
• Share ideas/recommendations for process improvements for monitoring and training with management team.
• Develop and coordinate the implementation of systems, procedures and forms to improve data collection.
• Assist in the development of action plans to address quality deficiencies.
• Develop and update quality templates with current review element

Benefits

• At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.
• Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.
• Enjoy a flexible, inclusive and collaborative work environment that supports career growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED