Quality Assurance Associate I Conduent Saint James

Title Quality Assurance Associate I
Date 2020
Company Conduent
City Saint James

Short Description :

Including 16 billion in medical bill savings, up to 40 efficiency increase in HR operations, and up to 40 improvement in processing costs, while driving higher enduser satisfaction Answers and initiates a variety of realtime inbound and outbound ,…

Full Description :

About : delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on every day to manage their essential interactions and move their operations forward.
’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. ’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com. Job Description: Purpose:
  • Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals,
and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in
English or other languages to support customer care.
  • Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.
  • The purpose of this role is to monitor customer service interactions as well as representative adherence to policy /
practice as input for training purposes. Role works independently exercising appropriate business judgment and problem
solving skills. Primary Responsibilities:
  • Conducts audits and reviews/analyzes data and documentation
  • Uses the organization's resources to enhance customer satisfaction
  • Evaluates improvements to various systems
  • Ensures that data and information are sufficiently accurate and reliable
  • Participates in design of call monitoring formats and quality standards
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Monitors email customer contacts.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • All other duties as assigned
  • Ensures understanding of quality plans, including classifications and definitions.
  • Identifies errors/inconsistencies in quality plans and brings to management's attention.
  • Conducts audits, as needed, on products, services or processes.
  • Handles appropriate reporting and shares findings.
Closing: is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

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