We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

Manages the Quality Assurance operations for TriWest's TRICARE Contact Center including internal TriWest Operations, as well as operational process and reporting for TriWest's delegated contractors. Responsible for managing Quality Assurance supervisors and key performance metrics (KPIs) that contribute to ensure contract objectives success and customer satisfaction. Manages performance trends and partners with the Director of Quality Assurance to implement plans, strategies, and partnerships which ensure agent and delegated contractor performance, development and retention of talent. Works with the director to build and administer TriWest's Contact Center quality programs using Verint technology and scorecard reporting. Manages internal and partner compliance of policies and regulations with the leaders, calibrating calls and recommending improvements to foster accountability and engagement in TriWest's performance. Leads or participates in improvement projects, performs cost/benefit analysis. Executes projects and initiates joint problem-solving using data analysis tools, performance measurements, and decision-making processes. Assists with staffing, training, and developing staff to attain service-level requirements of the TRICARE program, in line with TriWest's contract policies and procedures.

Education & Experience

Required:
• Bachelor's degree in business, Communications, or related field or equivalent experience
• U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 5+ years' experience in Quality Assurance leadership and/or or process improvement within the health care call center setting.
• 3+ years supervisory or leadership experience)
• Experience in planning, leading, and participating in major process improvement projects
• Strong knowledge of Quality Assurance principles and practices.
• Experience with Quality Assurance software and reporting tools; Verint preferred
• High Proficiency in Excel.
• Software Knowledge: Salesforce, Tableau/Power BI

Preferred:
• Master's degree in Business or related field
• Knowledge of TRICARE program
• Experience with Six Sigma or other quality improvement methodologies

Key Responsibilities
• Designs and manages quality assurance programs to improve quality levels of the Contact Center and delegated contractors of TriWest,.
• Develops ongoing metrics and monitoring processes to assess effectiveness and efficiency for continuous improvement.
• Plans and designs performance systems supported by benchmarking, cost analysis, business cases, and other criteria. Participates in the implementation of systems designed to measure process and performance. Contributes to program governance, project reviews, cross-functional communications, training, and rewards programs.
• Collaborates with TriWest management team to identify service issues and develop enhanced metrics. Contributes to quality projects. Evaluates case reviews to identify and address quality and service improvement opportunities.
• Serves as a change agent to promote the development and integration of systems-thinking, customer focus, and commitment to continuous process improvement. Creates active change by facilitating issue identification, research, and cross-functional corrective action.
• Partners cross-functionally to promote high-quality service levels throughout TriWest and its delegated contractors.
• Partners with TriWest's Training and Development and Knowledge Management leaders to provide recommendations to improve training curriculum and job aids
• Manages daily operational resources, tracking results against requirements.
• Supports the Quality Assurance supervisors in overseeing department staff, assigning and monitoring workflow
• Collaborates with Contact Center and Training management teams to achieve TriWest goals and performance standards. Ensures that supervisors and analysts achieve monthly call-monitoring requirement.
• Participates in special projects and meetings.
• Performs other duties as assigned.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.

Leadership: Successfully manage different styles of employees; Provide clear direction and effective coaching

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Knowledge of TriWest programs, quality assurance programs, instructional design, needs analysis, and post-implementation measurements, quality tools and models; Experience with data management, statistical analysis, performance measurement and monitoring, report design, presentation, and meeting facilitation; Proficient with database software, Excel, Project, PowerPoint, Access, Visio, and other statistical tools; Proficient at application of process improvement tools to projects, such as SPC, MSA, FMEA, DOE, and Six Sigma

Working Conditions

Working Conditions:
• Works remotely
• Extensive computer work with long periods of sitting

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $107,000 to $119,000 per year.