UNITE HERE HEALTH serves 190,000 workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The Quality Assurance Specialist will ensure that we are providing excellent service to our participants by providing accurate, compassionate, and professional interactions while promoting the Participant Engagement initiatives. They will be responsible for fairly and consistently monitoring Member Services Rep call quality based on standards agreed upon by the Member Services leadership team. The Quality Assurance Specialist (QAS) will work independently to document the quality results and provide feedback to the Member Services reps and managers. The QAS will provide trend data to the Member Services leadership team, helping to identify issues that need management attention.

ESSENTIAL JOB FUNCTIONS AND DUTIES:

• Monitors and evaluates Member Services representatives’ calls for accuracy.
• Promotion of Participant Engagement initiatives, including education and outreach provided, as well as call handling standards.
• Verifies Member Services representatives are consistently delivering a high level of compassionate and professional service and are providing accurate solutions to callers.
• In partnership with the Managers of Member Services, delivers feedback to agents in a timely manner.
• Provides Managers with regular performance feedback on the representatives, including pointing them to specific calls to listen to
• Prepares and analyzes quality reports for Member Services leadership review at the individual, office, and teamwide levels.
• Provides trend data to Member Services leadership.
• Collaborates with the trainer and Member Services managers in defining areas of opportunity for Member Services staff in getting the needed training to ensure quality call handling skills.
• Conducts calibration sessions with the Member Services leadership team to ensure consistency in the evaluation process.
• Evaluates monitoring tools and provides feedback to Member Services leadership with any recommendations to ensure the right criteria is being assessed.
• Participates in staff meetings to exchange ideas and information.

ESSENTIAL QUALIFICATIONS

• 2 ~ 4 years of direct experience minimum performing quality assurance in a call center environment.
• Spanish Bi-lingual
• Working knowledge and experience in health insurance.
• Working knowledge and experience in developing and implementing QA programs.

Salary range for this position: Salary $52,800 - $$64,600. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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