Customer Service Quality/Audit Representative Senior - National Remote

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Optum, so some details may not match this job. The employer's own page has the real description.

Overview

The Customer Service Quality/Audit Representative Senior at Optum plays a crucial role in enhancing the customer experience by conducting thorough audits and evaluations of customer interactions. In this position, the representative is responsible for analyzing data, identifying trends, and implementing quality improvement initiatives that align with company standards and client expectations. The successful candidate will collaborate with cross-functional teams to ensure adherence to quality metrics and provide insights to help elevate customer service performance across the organization.

Job Responsibilities

• Conduct detailed audits of customer service interactions to assess quality, compliance, and performance standards.
• Analyze quality data to identify trends and areas for improvement, presenting findings to key stakeholders.
• Develop and implement action plans to enhance the overall quality of customer service operations.
• Collaborate with training and development teams to create targeted training programs based on audit findings.
• Participate in cross-functional quality improvement initiatives to promote best practices across departments.
• Monitor and report on key performance indicators (KPIs) related to customer service quality.
• Provide mentorship and guidance to junior quality representatives and contribute to their professional development.

Qualifications

• Bachelor's degree in Business, Management, or a related field; or equivalent work experience.
• Minimum of 3 years of experience in customer service quality assurance or audit roles.
• Strong analytical skills with the ability to interpret data and develop actionable insights.
• Excellent communication skills, both verbal and written, with proficiency in presenting complex information clearly.
• Familiarity with quality management systems and methodologies.
• Ability to work independently and manage multiple projects simultaneously in a remote environment.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and various customer relationship management (CRM) tools.

Technologies & Tools

In this position, the Customer Service Quality/Audit Representative Senior will utilize a variety of technologies and tools designed to enhance efficiency and accuracy. These include customer relationship management (CRM) software for tracking interactions, quality management systems for audit processes, data analytics tools for reporting and performance measurement, and Microsoft Office Suite for documentation and presentation purposes. Familiarity with telephony systems and customer service platforms may also be beneficial.

Ideal Candidates

The ideal candidate for the Customer Service Quality/Audit Representative Senior position will demonstrate a strong passion for customer service excellence and a commitment to enhancing quality standards. Individuals should possess exceptional analytical and problem-solving skills, along with an ability to work collaboratively and foster strong relationships across various teams. A proactive approach towards identifying improvement opportunities, coupled with a results-oriented mindset, will be essential for success in this role. Additionally, strong organizational skills and the ability to adapt to a fast-paced, ever-changing environment will distinguish the most suitable applicants.