Customer Engagement and Experience Quality Assurance Auditor II

Job Summary

The Customer Engagement and Experience (CE&E) Quality Assurance Auditor II is responsible for monitoring and actively influencing the Contact Center (CC) team’s quality performance, ensuring that the quality requirements in place are fulfilled and the goals are consistently achieved. This position will analyze quality results and performance to identify and optimize processes and support staff development, in partnership with the Quality Assurance (QA) Management. This position will identify processes, situations, and opportunities where improvement is needed and be responsible for creating performance reports and action plans. The position will maintain a high level of based knowledge on benefits for all product lines (Medi-Cal, CMC, PASC, Healthy Kids and Covered California) as well as serve and act as the department's Subject Matter Expert (SME). This position will assist in the development of tools and procedures established to audit each vertical...