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Corporate Functions & Operations WellCare - Quality & Audit Careers

Quality Auditor Job

Full Job Title: Quality Auditor

Job Number: 1702616

Location: Phoenix, AZ

Date Posted: 7-13-2017

Location: Camelback Rd, Phoenix, AZ 85016

Department: Operations

Reports to: Director, Network Management

Perform quality reviews, Random Shopper Test Calls and Root Cause Analysis on Operational areas to ensure accuracy of departmental processes and identify, when needed, process improvement opportunities.
Essential Functions:
  • Conduct daily quality reviews of operations department processes (via random shopper test calls, agent evaluations, root cause analysis of identified opportunities, and overall analysis of customer service call handling)
  • Process/Document the creation and enhancement based on identified opportunities
  • Track and maintain quality results for appropriate distribution
  • Communicate audit results in a structured report format
  • Identify and communicate process improvement opportunities across Operational areas
  • Assist with special projects and other duties as assigned
Candidate Education:
  • Required: High School Diploma or GED
  • Preferred: Bachelor's Degree in a related field
Candidate Experience:
  • Required: 5 years of experience in directly related work
  • Required: 2 years of experience in customer service
Candidate Skills:
  • Ability to multitask
  • Ability to work in a fast paced environment with changing priorities
  • Ability to remain calm under pressure
  • Ability to sit for extended periods of time
  • Demonstrated technical expertise in performing quality reviews along with analysis of results
Technical Skills:
  • Microsoft Outlook
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Knowledge of additional software programs as required

*LI-JC1


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Last Updated On: 12/9/2015