Overview
Quality Assurance Specialist Jobs in Dallas, TX at IPS Health Systems LLC
Church Pension Group (CPG) is a financial services organization that serves the Episcopal Church, located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing.
The Quality Assurance Specialist reports to the VP Operational Training and QA. This role will be responsible for assessing, coaching, and implementing quality standards for inbound/outbound calls and processing service requests for our Client Service Team. This role will also establish guidelines governing customer interactions and overseeing monitoring programs such as targeted audits, peer-to-peer reviews, quality assurance reviews, etc.
The role will have a true commitment to our clients by building partnerships and business acumen to influence world-class customer service, while maintaining a commitment to educate the team on tools to provide an effortless experience with every interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Perform quality reviews; monitors inbound and/or outbound calls and service requests to analyze and evaluate customer service skills against established quality metrics, including but not limited, to call process measurements, accuracy of information, effective call management, and demonstrated professionalism
Conduct targeted audits and peer-to-peer reviews on specific processes to ensure quality expectations are consistently being met
Rate calls and processes according to pre-defined criteria, and record results for reporting purposes
Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.
Ensure all staff are informed of and comply with departmental policies and procedures and distribute information and material to staff as appropriate.
Develop and document necessary refresher job aids and policies as deemed necessary based on Quality results.
Investigate events where appropriate, determine the root causes of incidents and share information with appropriate CE Management within reasonable timeframes.
Communicate outcomes of QA audits to managers and leads, and clearly recommend individual coaching opportunities for staff
Provide monthly quality reports to senior management
Assist the training team with ongoing training for staff with regards to identified areas of improvement, system software usage, and other items that could influence audit quality
Effective performance of the essential functions of this position requires regular in-person, on-site interaction with colleagues, both for purposes of relationship building and meaningful collaboration.
QUALIFICATIONS
Combination of knowledge of Medical, Pension and Life Insurance products preferred.
Advanced knowledge of Microsoft Word, PowerPoint and Excel.
Excellent communication (both verbal and written), interpersonal, and organizational skills
Proven ability in judgment and handling angry/irate customers
Ability to expeditiously process quality transactions and provide follow-up as necessary
Ability to work as a team member and achieve team goals in a “customer-focused” environment
Knowledge of the organizational structure and functional responsibilities of the office, inter-related areas and organizations, and workflow procedures
Knowledge and understanding of functional terminology, guidelines and procedures, as well as products and policies
Operational and call center background a plus
Ability to balance and prioritize multiple projects
Ability to work well individually and in a team environment
Ability to demonstrate creativity and innovation while solving problems
EDUCATION and/or EXPERIENCE
BABS preferred. Combination of education and experience considered
5+ years experience in Quality Assurance/Auditing, Call Center and/or Customer Service
Experience in auditing transactions (phone, email, claims, billing, back office, etc.) and providing constructive feedback, preferable in a high-volume contact center environment
PHYSICAL DEMANDS
Extensive use of a computer keyboard is a demand of the position to perform the essential functions of this job successfully.
WORK ENVIRONMENT
Currently, hybrid work environment, which requires working in CPG’s office Tuesdays through Thursdays and flexibility to work remotely on Mondays and Fridays. Church Pension Group employees must maintain a professional, compassionate, and trustworthy work environment always. Reasonable accommodations may be made to enable someone with a disability to perform the essential functions of the job within this environment.
Salary Range: $79,000 – $100,000
Join us and Create A Better Future For Yourself!
Flexible Benefits available to eligible employees:
Medical (including Vision)
Dental
Supplemental Dental
Core Benefits automatically provided to eligible employees:
Employee Life Insurance
Spouse and Dependent Life Insurance
Accidental Death and Dismemberment (AD&D) Insurance
Short-Term Disability (STD) coverage
Long-Term Disability (LTD) coverage (elected as either pre-tax or after-tax)
Business Travel Accident Insurance
Worker’s Compensation
Employee Assistance Program
Staff Retirement Plan
Other Post-Retirement Benefits
Elective Benefits available to eligible employees:
Flexible Spending Accounts (FSAs)
Commuter Benefits
New York’s 529 College Savings Program (NY State residents)
Educational Assistance Program available to eligible employees
Maternity/Paternity Leave available to eligible employees
Time Off available to eligible employees: Vacation, Sick, Personal and Holidays
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas.
EOE: Minorities/Female/Disability/Vet/Sexual Orientation
If you are a CPG employee, please use your CPG email address when creating your profile to apply.
Title: Quality Assurance Specialist
Company: IPS Health Systems LLC
Location: Dallas, TX
