You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose: Oversees the quality of departmental interactions, systems, and relevant processes to ensure compliance of policies and procedures. Leads the quality assurance team in communication and working with leadership on all quality assurance related matters.
- Manages daily operations of quality assurance teams to drive consistent implementation of policies and procedures to ensure adherence to quality standards
- Manages all performance issues remediation plan and controls in place for identified risks with leadership to drive transparency and quality
- Reviews the quality assurance team’s key performance indicator (KPI) metrics to provide guidance in developing improvement plans.
- Oversees the performance issues remediation plan and controls in place for identified risks with leadership
- Influences inter-departmental collaboration and feedback loop to maximize cross-functional impact
- Manages tactical plans to drive improvement opportunities by enhancing training and resources to elevate customer experience
- Partners with quality assurance team to ensure consistent adherences to documenting workflow guidelines and established procedures
- Partners with quality assurance team to provide performance reviews to quality assurance team and oversee the development and implementation of trainings
- Supports quality assurance leadership with onboarding, hiring, and training new employees to the department to ensure proper training, adherence, and compliance
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience: Requires a Bachelor’s degree and 5+ years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
2+ years supervisory experience preferred.Pay Range: $85,300.00 – $158,100.00 per year
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual’s skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.
