[Remote] Quality Assurance Specialist II

Note: The job is a remote job and is open to candidates in USA. Modivcare is a service-oriented company dedicated to making a difference in people's lives. The Quality Assurance Specialist II is responsible for evaluating customer service interactions and identifying opportunities for quality improvement while ensuring compliance with company policies. Responsibilities Performs contact center call/email monitoring and provides response/outcome trend data Participates in customer and client listening programs to identify customer needs and expectations Identifies process and employee behavior quality improvement opportunities Collects and compiles quality data for improvement Develops, recommends and monitors corrective and preventive actions Prepares reports to communicate outcomes of quality activities Completes performance assessments for a random sample of contact center staff to help provide data about overall performance levels and evaluation of the individual managing the contact Provides professional and constructive feedback about strengths and areas of opportunity during coaching of contact center operations resources Delivers ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience Participate in other projects or duties as assigned Skills High School Diploma required One (1) plus years of related experience Or equivalent combination of education and/or experience Able to apply working knowledge of the organization, job, practices and procedures to be proficient in all aspects of job Work is performed independently, with minimal supervision Able to establish priorities and manage time to complete work Able to collaborate with other departments or teams as may be required to perform role Able to work in a faced-paced environment and meet deadlines Strong attention to detail Excellent oral and written communications skills communicating clearly and concisely Able to effectively build relationships with co-workers Proficient using Microsoft Word, Excel, PowerPoint, and Outlook Benefits Medical, Dental, and Vision insurance Employer Paid Basic Life Insurance and AD&D Voluntary Life Insurance (Employee/Spouse/Child) Health Care and Dependent Care Flexible Spending Accounts Pre-Tax and Post --Tax Commuter and Parking Benefits 401(k) Retirement Savings Plan with Company Match Paid Time Off Paid Parental Leave Short-Term and Long-Term Disability Tuition Reimbursement Employee Discounts (retail, hotel, food, restaurants, car rental and much more!) Company Overview ModivCare is a healthcare services company that provides emergency medical transportation and care-centric solutions. It was founded in 1996, and is headquartered in Denver, Colorado, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship Modivcare has a track record of offering H1B sponsorships, with 1 in 2024, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.