Cms Medicare / Marketplace Qa Manager

Responsibilities:

iPower is looking for a quality assurance manager to lead and manage all quality monitoring and independent quality assurance activities for a large multi-channel contact center.

The quality assurance manager will support the following activities:

• Manage the quality monitoring and independent quality assurance programs and serve as the primary SME on the program
• Lead a team to assess and monitor performance of the contact center and identify/implement improvement opportunities and recommendations
• Develop and maintain quality standards, guidelines, and scorecards
• Develop and maintain a quality assurance plan and schedule
• Identify, analyze, and report on Medicare/Marketplace quality and performance trends and metrics
• Conduct and oversee quality evaluations on contact center operations
• Facilitate calibration sessions between auditors
• Develop and review quality-related deliverables
• Provide coaching/mentoring to members of the quality team
• Serve as a liaison between the quality assurance team and other key stakeholders on the program

Qualifications:

• Bachelor’s degree in a relevant field
• Minimum 7 years of experience in quality assurance or quality monitoring
• Minimum 5 years of relevant experience working with Medicare and Marketplace Insurance Programs, providing direct support for a CMS project or CCO partner
• Minimum 3 years of experience in a contact center or call center environment
• An understanding of the intricacies of the various programs within CMS
• Recent experience facilitating calibration sessions
• Prior supervisory experience is required
• Prior experience with multiple contact channels is preferred (phone, written correspondence, web chat, etc.)
• Familiarity with Verint

Job Type: Full-time

Pay: $95,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• management/supervisory: 3 years (Required)
• contact or call center QA: 3 years (Required)
• Medicare and Marketplace Insurance Insurance: 5 years (Required)
• Verint: 1 year (Preferred)
• Quality Monitoring: 7 years (Required)
• CMS metrics and trend analysis: 2 years (Required)

Work Location: Remote