Key Responsibilities:

* Evaluate and coach Operations agents on areas of improvement identified during evaluations

* Perform and document results of quality assurance evaluations on all operational products and services

* Participate in internal, vendor, or client calibration meetings to address quality initiatives

* Identify and escalate critical quality issues to senior management

* Assist with other QA-related functions to meet department and company goals

* Audit work completed by Operations agents and provide feedback to Operations leadership

Skills Required:

* High school diploma or equivalent experience

* 1-3 years of experience as a Case Manager, Benefit Verification Specialist, or Contact Center agent, or equivalent quality control experience

* Moderate Excel ability (data validation, data entry, tables, simple formulas)

* Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint

* Solid working knowledge of quality-oriented services, healthcare benefits, and SOP execution

* Problem-solving, results-oriented, active listening, and high attention to detail

Education:

* High school diploma or equivalent experience

* 1-3 years of experience as a Case Manager, Benefit Verification Specialist, or Contact Center agent, or equivalent quality control experience