Quality Assurance Analyst II

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose: Assesses, tests, and documents complex departmental quality performance to develop recommendations on improvement opportunities, policies, processes, and procedures. Works alongside team members and other key stakeholders to design and implement quality control and improvement initiatives.

• Utilizes quality assurance data to analyze, identify trends and skill gaps to provide recommendations to leadership for an optimized customer experience
• Leverages quality assurance and compliance data to propose solutions and draft associated reports to leadership
• Works with business analysts to clarify requirements and resolve issues
• Identifies opportunities for improvement and participates in designing solutions to quality management issues
• Assesses the quality of the performance of the advocate through data analysis
• Implements quality improvement processes alongside team members
• Builds reports based on quality assurance data to support recommendations for enhancements to include training materials for employee performance
• Contributes to the development of customer service policies, procedures, manuals, and workflows
• Leads and/or assists with quality related training in response to identified trends, patterns, and use of quality systems
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 2 – 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Pay Range: $26.50 - $47.59 per hour

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.  Total compensation may also include additional forms of incentives.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

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