Senior Supervisor, Quality Monitoring Audit

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    "jobTitle": "Senior Supervisor, Quality Monitoring Audit",
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    "description": "<p style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><strong><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\"><span style=\"color:#000000;\">POSITION SUMMARY:</span></span></span></strong></span></span></p>\r\n\r\n<p style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\"><span style=\"color:#000000;\">The Senior Supervisor, Quality Monitoring (QM) Audit is responsible for the oversight of audits by providing direction, support and supervision to the QM Support Representatives in all offices. </span></span></span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><strong><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\"><span style=\"color:#000000;\">ESSENTIAL FUNCTIONS:</span></span></span></strong></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Monitors and reviews calls conducted by the Customer Service Agents (CSAs) as required by client audit requests and performed at various frequencies to ensure quality is maintained. </span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Utilizes call recording tools to locate and review calls conducted by CSAs. </span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Assesses calls using established customer service policies, procedure and practices per CCS and client requirements as well as applicable State and Federal regulations and/or laws.</span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Summarizes any coaching opportunities based on call review results and presents findings to operations team Supervisors, Managers, Directors and Executives. &nbsp;</span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Updates spreadsheets and forms based on results from call system history reviews.</span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Coordinates and distributes tasks to the team as needed to ensure completion timely completion of audits and deadlines are met.</span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Reports trends identified from audits, knowledge checks and other reports assigned by management or requested by clients including call durations, wrap times and other key performance indicators (KPIs). </span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\"><span style=\"color:#000000;\">Communicates regularly with management to resolve problems and increase operational efficiency of the department.</span></span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Keeps current on Client expectations, CCS collection best practices, policies, procedures, industry techniques and any changes to State or Federal regulations and/or laws. &nbsp;</span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Provides Client specific reporting as requested (i.e. call duration).</span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Researches and provides feedback for Duplicate Check rejections.</span></span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Participates in projects such as memo updates and OPSNET Manual enhancements and other improvement initiatives, as assigned</span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Works with new associates in a QM Support role in various locations to train and learn all aspects of working in the QM Audit role.</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Provides support and assistance to the department staff by answering questions and providing feedback and suggestions on each individual&rsquo;s performance</span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Oversees staff assignments and schedules as assigned.</span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Participates in development of new script enhancements, training suggestions, and follow through with new procedures in positive and constructive manner.</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Maintains, develops and updates appropriate department tools, such as audit instructions, manual, reporting, etc.</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Maintains utmost professionalism, friendliness and customer service by demonstrating respect and regard for all potential clients, visitors and fellow Associates, to ensure a professional, responsible and courteous working environment.</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Provides thorough and accurate coaching, mentoring, and leadership for the QM team and its Associates.</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Reads and interprets documentation, charts, data and account information.</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Promotes effective working relationships as part of a department team and cross-functionally with other departments.</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Arial Narrow', sans-serif;\">Tracks and maintains employee payroll and schedules. 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