Quick overview
SeniorityMid Senior
Work modeHybrid
LocationShelton, WA, United States
ComplianceProcess Improvement
Job description
- Lead and manage Quality Assurance activities and QA analysts in a contact center environment, preferably in healthcare, Medicaid, or government benefits programs.
- Develop and maintain QA plans, scorecards, evaluation criteria, sampling strategies, and calibration processes.
- Oversee quality reviews of calls, chats, emails, application processing, and operational workflows to ensure compliance.
- Analyze quality metrics, identify performance gaps, and provide coaching, corrective action plans, and process improvement recommendations.
- Prepare monthly QA reports and dashboards, collaborate with clients and stakeholders, and leverage Amazon Connect and AI-driven quality monitoring tools when applicable.
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