1199SEIU Funds

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Quality Assurance Specialist

at 1199SEIU Funds

Posted: 8/2/2020
Job Status: Full Time
Job Reference #: 8273

Job Description

Requisition #:
5733

# of openings:
1

Fund:
1199SEIU Benefit and Pension Funds

Department:
Member Services - Admin

Position Status:
Permanent

Employment Type:
Full time

Category:
Non-Bargaining

Location:
New York, NY

Work Hours:
M - F, 9:00 a.m. to 5:00 p.m.

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