Director, Quality Assurance

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: We endeavor to craft a better human experience by transforming from a company perspective to a customer perspective. This Quality Assurance (QA) director will lead our monitoring teams in Member and Provider Services (MPS) and focus our contact center quality program on outcomes, statistical significance and the evaluation of competencies that drive resolution and customer satisfaction. This leader is responsible for programs that ensure high service standards across all customer interaction channels—these programs are designed to monitor customer service advocate performance, drive continuous improvement, align to business and departmental goals, and ensure regulatory compliance.

• Leads quality assurance team on performance, improvement, and career growth path consideration
• Oversees all the systems, processes, and initiatives that alleviate service quality issues
• Influences the quality assurance overall vision for service quality and ensures that achievable goals and milestones are set
• Cross-functionally collaborates to define, measure and continuously improve service quality
• Prioritizes identified service quality issues and/or risks to develop a remediation roadmap for the quality assurance team to ensure a consistent customer experience
• Regularly reviews key performance indicator (KPI) metrics to ensure accurate reporting, tracking performance, and to improve interactions and processes
• Develops the overall strategy for onboarding, hiring, and training new employees and performance and/or reward decisions within quality assurance department to ensure adequate training, adherence, and compliance
• Performs other duties as assigned
• Complies with all policies and standards

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, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

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