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We are committed to empowering New Yorkers by uniting communities through care. We believe that Healthcare is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

Position Overview

The Manager of Call Center Quality and Compliance is responsible for the day-to-day management of the Quality Assurance and compliance team. This includes ensuring that quality audits are performed according to the Quality Assurance Scoring Guidelines, providing feedback to direct reports, serving as a liaison between the Call Center Operations management staff and the Quality Assurance team, and hiring, training, coaching, counseling, and evaluating the performance of direct reports.

Job Description

Manage the day-to-day operations of the Quality Assurance and Compliance team
Ensure that quality audits are performed according to the Quality Assurance Scoring Guidelines
Provide monthly feedback to all direct reports through coaching sessions utilizing quality scorecards to measure performance
Serve as a liaison between the Call Center Operations management staff and the Quality Assurance team
Hire, train, coach, counsel, and evaluate the performance of direct reports
Conduct daily/weekly huddles with the team providing knowledge refreshers and organizational updates
Maintain knowledge of all policies, procedures, and regulations as it relates to MetroPlusHealth
Participate in the audit on all delegated vendors for which Call Center is responsible
Oversee all Quality Assurance special projects, like secret shopper calls and post-call surveys
Oversee, track, and trend the secret shopper calls to the Call Center to assess the Customer Service Representatives (CSR)
Perform second level quality audits (rebuttals) for CSR calls
Participate in audit readiness and reviews
Contribute to the development and maintenance of customer services policy, procedures, internal desk manuals, and workflows
Support the development of knowledge management tools, including new workflows, and troubleshoot problems
Work with the training team to ensure that all CSR training materials are up to date
Participate in User Acceptance Testing (UAT) for new systems or implementations and provide feedback
Identify opportunities for content additions and improvements
Analyze information needs, propose solutions, and follow through on measuring improvement
Propose and implement plans to update information
Provide administrative support to extrapolate relevant data and develop awareness for policy updates/changes
Utilize QA data to analyze, identify trends and skill gaps, and provide recommendations to management for an optimized customer experience

Requirements

Bachelor's degree required
Minimum 3-5 years of related experience in a healthcare industry
Strong knowledge of Quality Assurance principles and practices
Knowledge of Quality Assurance and Compliance principles and practices
Experience with Quality Assurance software and reporting tools
Experience with call center software and reporting tools
Experience with Six Sigma or other quality improvement methodologies
Knowledge of Managed Care is a plus
High Proficiency in Excel
Bilingual is a plus (Spanish, Bengali, Creole, Mandarin, Cantonese, French)
System Knowledge: Calabrio, Salesforce, Tableau

Athari

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Manager of Call Center Quality and Compliance - New York, NY (Hybrid)