Job description
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Description: Quality Assurance Analyst - Hybrid
Conduent Call Center seeks a Quality Assurance Analyst to ensure compliance with Maryland Department of Health (MDH) expectations and corporate quality standards by monitoring, reviewing, and analyzing calls, faxes, and prior authorization reviews. The analyst will identify potential performance barriers and drive process improvements to meet or exceed Conduent and MDH standards. The QMCA department provides oversight and direction on all Maryland Project QA activities. This role will report to the Call Center Manager on a day-to-day basis.
Key Responsibilities:
- Monitor, review, and analyze calls, faxes, and prior authorizations to ensure compliance with MDH expectations and corporate quality standards
- Identify potential performance barriers and address them in a timely manner
- Evaluate the effectiveness of current controls and identify opportunities for improvement
- Maintain the team's Quality Assurance Program for calls, faxes, and prior authorizations
- Lead process improvement projects or case studies to improve quality scores
- Use the SLA and business objectives to evaluate tasks and quality output; make recommendations for improvement to staff and management
- Create reports using Excel
- Use an objective auditing process to review and score all types of calls, faxes, and prior authorizations
- Assign error categories based on the error-assessment matrix
- Provide performance ratings and feedback to improve agent competency in meeting Conduent and MDH standards
- Test the Conduent Case Management (CCM) system for quality assurance purposes
- Excellent communication and coaching skills
- Ability to analyze data and provide meaningful feedback
- High attention to detail and accuracy Strong understanding of quality assurance methodologies for calls, faxes, and prior authorizations
Qualifications and skills:
- Must have Pharmacy Tech license
- Experience as Pharmacy Technician working with MDH and proven
- Proven experience in a call center environment as a Quality Analyst or a similar role
- Knowledge of quality assurance tools, such as NICE inContact and Conduent Case Management (CCM) system preferred
- position is Hybrid
Conduent is an Equal Opportunity Employer and considers 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.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.
At Conduent,
we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.
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