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Corporate Functions & Operations WellCare - Quality & Audit Careers

Quality Auditor Job

Full Job Title: Quality Auditor

Job Number: 1803893

Location: Phoenix, AZ

Date Posted: 5-29-2018

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.
DEPARTMENT: Provider Relations
REPORTS TO: Director, Network Management
Location: Phoenix, AZ
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
Education:
  • High School Diploma or GED required; College degree preferred
Experience:
  • Minimum 2 years Customer Service experience
Special Skills (e.g. 2nd language):
  • Knowledge at a level usually associated with a college degree and 5 years of direct related experience
  • Ability to multitask (as necessary)
  • 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

Technical Skills/Requirements:
  • Demonstrated technical expertise in performing quality reviews along with analysis of results
  • Knowledge of MS Outlook sufficient to communicate with internal and external contacts
  • Knowledge of MS Word sufficient to create simple documents such as memos and reports
  • Knowledge of MS Excel sufficient to create simple spreadsheets containing formatting, totals and averages, enter data into spreadsheets
  • Knowledge of MS PowerPoint sufficient to create simple presentations
  • Knowledge of additional software programs as necessary or ability to learn

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Last Updated On: 12/9/2015