The CX Professional Quality is responsible for monitoring and evaluating the quality of inbound and outbound interactions. You will support our quality commitment of exceptional, accurate, and compliant execution of work through measurement, analysis, and review of agent and account calls and transactions and compliance, and of related business processes and surveys. You will be responsible for executing daily quality assurance reviews and processing audits: first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with Account, CX and Company standards, policies, and procedures. You will participate in the planning, execution, and delivery of quality assurance related initiatives. Partnering with your immediate, centralized, and account team members, the work you deliver will drive improved employee, member, and client experiences and achievement of Account and company goals and objectives.

• Regularly evaluate customer interactions (calls, emails, chat, transactions, etc.), to include complex interactions, to assess adherence to established quality standards and regulatory compliance requirements.
  • Embrace and utilizes procedural and technology automation to support the effective and efficient evolution of QA support.
  • Proactively engage to support, occasionally lead, and consistently add value in calibration sessions to deliver consistency in quality evaluations.
  • Facilitate knowledge sharing and alignment with key stakeholders through routine engagement sessions.
  • Leverages adhoc reporting delivers results inclusive of key observations, recommendations, and trending to appropriate peer coaching to the various levels of leadership and applicable.
  • Strive to personally resolve or escalate unresolved issues to an appropriate level to include negative customer experiences.
  • Synthesize personal quality behavioral observations to inform insights and trending.
  • Make recommendations and suggest initiatives for process and policy enhancements based on data-driven insights.
  • Remain current with industry best practices for contact center quality assurance.

• Bachelor's degree or equivalent combination of education and experience
  • Three or more years of quality assurance or subject matter expertise experience - quality assurance principles, methodology and practices
  • Demonstrated knowledge of two or more MMIS business areas (Authorized Services, Member / Provider Contact Center Customer Service / Helpline, Mailroom, Pharmacy, Provider Enrollment, etc.) and experience partnering with operations staff assigned to multiple areas.
  • Experience utilizing Microsoft Office suite and Salesforce software contact center and back-office contract center operations (CXOne, Verint, SharePointe, etc.).
  • Effective written and oral communication and interpersonal skills to work effectively with team members, customers, and clients.
  • Demonstrated strategic initiative implementation and execution, specifically with operating policies and procedures and work process improvements in customer contact operations.

• Knowledge and experience of quality metrics and contact center quality technology platforms
  • Strong organizational and time management skills.
  • Skilled at working independently and as part of a team.
  • Demonstrated capability to embrace and implement change in personal workspace.

Fully remote position with the opportunity to work anywhere within the United States (review for accuracy)

We are accepting applications for this position until 11/30/2026.