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    • Quality Assurance Associate - Topeka - Conduent

    Conduent
    Conduent Topeka

    2 weeks ago

    Default job background
    Description

    Quality Assurance Associate

    At Conduent, we're dedicated to delivering mission-critical services and solutions that create exceptional outcomes for our clients and the millions of people who count on them. As a Quality Assurance Associate, you'll play a critical role in ensuring compliance with policy and procedures, partnering with supervisors to identify trends and provide effective coaching/feedback to agents and eligibility professionals.

    Main Responsibilities:

    • Evaluate recorded calls to assess employee technical accuracy, customer service performance, documentation, and conformity to department policies and procedures.
    • Review and monitor employees' transactional work to assess their technical accuracy, customer service performance, documentation, and conformity to department policies and procedures.
    • Document and provide management with daily/weekly reporting to identify issues and provide solutions; track quality issues and provide feedback to managers.
    • Work in partnership with supervisors to provide timely coaching and ensure continuous improvement.
    • Facilitate coaching workshops based on worker errors.
    • Collaborate with the Quality team to maintain quality standards and ensure proper evaluation methodology.

    Requirements:

    • Exceptional listening and analytical skills.
    • Excellent planning, organization, and problem-solving abilities.
    • Meticulous with strong attention to detail and takes self-initiative.
    • Disciplined and can follow precise procedures and guidelines.
    • Ability to identify issues, obtain relevant information, compare data from different sources, and identify alternate solutions.
    • Ability to adjust effectively to work within new processes and requirements.
    • Strong written and oral communication skills required.
    • Ability to maintain confidentiality and professionalism.
    • Ability to research, assess, audit, and apply information to practices and standards.
    • Proficient in Microsoft office suite.
    • Strong ability to read and interpret written information.
    • Strong oral communication and group presentation skills.
    • Clear and professional written communication.
    • Ability to synthesize and analyze complex information.

    Preferred Qualifications:

    • Possess an Associate's Degree or Bachelor's degree.
    • 3 years' experience in Medicaid Eligibility with proven proficiency and knowledge.
    • Bilingual preferred.

    We are an Equal Opportunity Employer and consider 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.

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Quality assurance associate