What are the responsibilities and job description for the Quality Assurance Specialist position at 1199SEIU Family of Funds?
Responsibilities
- Evaluate contacts and service engagements ensuring the quality of service, excellence in professionalism, sensitivity, accuracy and timeliness are provided to the membership; document all fact findings, identify trends, training gaps and provide recommendations for improvements to management
- Monitor the reporting and analytics platform (CUIC) daily for time management and production in accordance with servicing center’s policies and procedures
- Provide administrative, gate keeper and workflow coordination support of BeneFAQs for management of topic content writing, editing and publishing
- Generate comprehensive qualitative and quantitative reports; conduct performance analysis to identify appropriate performance standards and acceptable quality levels
- Assist with the implementation of new call center technology, testing new system applications for discrepancies, Policy & Procedure Documentation, developing and delivering training to staff
- Conduct presentations, follow up meetings along with Call Calibration session; work closely with management to ensure changes in departmental policies and procedures are incorporated into the Quality Monitoring Process
- Consistently deliver objective feedback on performance of Service Center Representatives; provide recommendations for training to ensure employees have the skills needed to achieve goals
- Perform additional duties and projects as assigned by management
Qualifications
- High School Diploma or GED required, College Degree preferred
- Minimum three (3) years high volume customer service experience in a call center environment required
- Basic knowledge of Microsoft Office (Word, Excel and PowerPoint) required
- Knowledge of Health Claim Benefits such as: Medical, Hospital, Dental, Surgical, X-ray, Laboratory and Care Management in a health insurance or benefits environment preferred
- Comprehensive knowledge of pension administration, eligibility requirements, benefit provisions, and enrollment protocols required
- Knowledge of BeneFAQs, to include web-based application navigation and text editing
- Excellent interpersonal, writing, communication and presentation skills required
- Knowledge of Call Management System (Finesse, Verint, CUIC) functions and reports preferred
- Strong analytical, organization and time management skills; ability to multi-task and follow up
- Ability to work well independently with good leadership qualities and problem-solving skills