Emerge is actively recruiting for a dedicated Client Quality Control Representative for our fantastic health services client. The Client Quality Control Representative role is critical in maintaining the highest standards possible for customer service agents to identify and resolve member complaints and grievances properly. This Client QC Representative also serves as a resource for clients should they need assistance resolving a member grievance related to their products or services. Generous compensation and benefits package includes fully paid family health care insurance, 25% bonus program, tuition and dependent care reimbursement, and 401K match! 

Duties and responsibilities

• Review Contact Center documentation to ensure agents properly identify complaints from callers
• Reclassify incorrectly listed complaints, and ensure reporting is updated to clients when applicable
• Respond to client requests for information related to member complaints.
• Assist in coaching agents who need assistance better identifying and properly resolving member complaints
• Work closely with operations management to support additional resources for better efficiency in resolving complaints from members.
• Collaborate with the learning and development department to update and develop training materials
• Collaborate with the compliance team to ensure compliance in resolving member complaints
• Perform root cause analysis related to failures in the complaint handling process
• Monitor customer feedback and common trends to identify opportunities to serve members better
• Develop and maintain a positive and productive work environment for the Contact Center team

Qualifications

• Bachelor's degree or 5+ years of support operations experience
• Previous experience in operations working within regulatory standards
• Previous Contact Center experience
• Experience with industry-standard contact center software and related telephony systems
• Experience working with external customers, including presentations and root cause analysis discussions
• Experience coaching and driving operational efficiency with Contact Center agents
• Healthcare experience preferred
• Ability to travel up to 10%

If you are qualified for this position, please click "apply now" or send resume to Elaine McKenna, Sr. Search Consultant, at elaine.mckenna@emerge360.com. Thank you in advance, however, only qualified candidates will be contacted. \#INDNY

Who is Emerge? We are a global talent solutions company working with clients all over the world. We deliver managed sales, services, marketing, and business solutions to our clients. We are committed to your success, working quickly and efficiently to provide tangible, measurable results.