You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:- Monitor and evaluate calls for quality, accuracy, compliance, and customer experience
- Review written work products including case documentation and CRM entries
- Identify performance gaps and coaching opportunities for agents and supervisors
- Provide feedback to Managers and Training teams to address recurring issues
- Participate in calibration sessions to ensure scoring consistency
- Track quality trends and produce reports for leadership
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications: - High School Diploma/GED
- 1+ years of call center experience
- 1+ years of experience with analytical and documentation review skills
- 6+ months of experience with QA scoring methods and evaluation tools
Preferred Qualifications: - Excellent communication and feedback delivery skills
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
#RPO #GREEN
