Description
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.
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.
Position Purpose: Manages, and improves, the quality of departmental interactions, systems, and relevant processes to drive value for our partners while adhering to external compliance requirements. Uses a service-oriented approach to manage inter-departmental interactions and communicate with senior leadership on all quality assurance related matters such as enabling the ideal customer experience, conducting targeted monitoring to guide insights to action, and ensuring adherence to regulatory compliance requirements.
- Leads the effort in identifying deficiencies and/or gaps in testing control effectiveness, operational efficiencies, and develops an adequate and robust remediation strategy
- Reports quality assurance performance and effectiveness, with improvement plans for issues or gaps, to functional leadership to drive awareness and consistency cross-functionally
- Establishes performance remediation plan and controls when risk is identified with leadership
- Oversees the quality assurance team’s key performance indicator (KPI) metrics to provide guidance in developing improvement plans for operations and processes
- Influences inter-departmental collaboration and feedback loop to maximize cross-functional impact
- Mentors quality assurance team members to develop tactical career development plan to increase attrition and personal quality
- Manages quality assurance personnel on performance, improvement, and career growth path consideration
- Manages and reviews the latest training materials and/or programs for the quality assurance team development and updates to ensure proper training and quality standards
- Supports in developing the overall strategy for onboarding, hiring, and training new employees and performance and/or reward decisions within the quality assurance department
- Performs other duties as assigned
- Complies with all policies and standards
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
3+ years management experience preferred.Pay Range: $102,900.00 - $190,500.00 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, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act
