Senior Customer Service Quality - Audit Representatice - Elkridge, MD - Full-time / Part-time

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

The Senior Customer Service Quality/Audit Representative is responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance.

Primary Responsibilities:

• Responsible for quality assurance by conducting audits of calls of Customer Service Representatives 
• Provide feedback to team members on audit results 
• Analyze information and utilize to build recommendations to reduce errors and improve process performance 
• Create, maintain and track reports in relation to performance 
• Serve as subject matter resource to team members, supervisors and management staff
• Ability to audit across several departments, including call, claim, eligibility, intake and system configuration. Position would require familiarity with training/mentoring, as this role would work with Claims Analysts and Service Center Advocates on performance gaps found in audits.
• Responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance.
• Extensive work experience, possibly in multiple functions. 
• Work does not usually require established procedures.
• Works independently.
• Mentors others.
• Acts as a resource for others.
• Coordinates others' activities.

Requirements:

• High School Diploma/ GED 
• 2+ years experience in customer service/Quality Monitoring
• 1+ year Experience with recorded and live call monitoring
• Intermediate experience with MS Excel 

Physical Requirements and Work Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer 
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity 

Take the next step, online at: www.yourlifesbestwork.com

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 14, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

Diversity creates a healthier atmosphere: 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.