[Hiring] Quality Specialist @Medica

Role Description

Medica’s Quality Specialists play a key role in delivering consistent service excellence to members across all Contact Center interactions. This is achieved by recognizing and reinforcing exemplary service through quality evaluations. Quality Specialists identify individual and department-wide trends, as well as training and educational opportunities, through quality evaluations and Helpline call reviews.

• The Quality Specialist maintains accurate and up-to-date department reference materials to Contact Center staff, assisting them in resolving calls on the first contact.
• This role also involves utilizing the call recording system to evaluate calls and ensuring scoring consistency through regular calibration with the Quality team and the departments they support.
• Performs other duties as assigned.

Qualifications

• High school diploma or an equivalent combination of education and work experience
• 2+ years of related work experience

Requirements

• Experience working with Government and/or Commercial lines of business
• Excellent written and verbal communication skills
• Strong computer proficiency, with the ability to use multiple systems and software applications
• Problem-solving and analytical skills to support timely and thorough issue resolution
• Highly organized, with the ability to manage multiple priorities simultaneously
• This position is a Remote role. To be eligible for consideration, candidates must have a primary home address located within any state where Medica is registered as an employer - AR, AZ, FL, GA, IA, IL, KS, KY, MD, ME, MI, MN, MO, NC, ND, NE, NM, OK, SC, SD, TN, TX, VA, WI.

Benefits

• Competitive medical, dental, vision
• PTO, Holidays, paid volunteer time off
• 401K contributions
• Caregiver services
• Many other benefits to support our employees