Contact Center Operations Quality Assurance (Qa) Specialist - National Remote

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.Join us to start Caring. Connecting. Growing together.

This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm local time. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer weeks of on-the-job training. The hours during training will be 8:00am – 5:00pm local time, Monday - Friday

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Conduct call monitoring and/or Audit the Auditor evaluations against defined quality scorecards
• Provide concise written analysis of the interaction along with feedback and coaching recommendations to improve the customer service representative’s performance.
• Utilize tracking system to report out quality performance by individual and team.
• Prepare pre-calibration information for internal and external partners.
• Actively facilitate and provide feedback in calibrations and Quality Assurance meetings.
• Compile calibration takeaways and data to deliver to internal and external partners.
• Prepare calls and information for call listening sessions with external partners.
• Identify ways to improve and promote quality.
• Provide relevant and timely information to immediate management and peers.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction 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 and/or equivalent experience
• 1+ years of experience in Contact Center environment
• 2+ years of experience with quality evaluation tools and programs
• Experience with Microsoft Excel (creating, editing, saving spreadsheets)
• Experience with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work full-time, Monday - Friday between 8:00am – 5:00pm local time including the flexibility to work occasional overtime given the business need
• Must be 18 years of age OR older

Preferred Qualifications:

• Advanced facilitation and coaching skills
• Bilingual fluency in English/Spanish

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island residents is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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