Associate Professional Quality - Remote WI

Summary

The CX Associate Professional Quality is responsible for monitoring and evaluating voice and non-voice interactions (accuracy, compliance, and experience).  This role supports our commitment to delivering exceptional member and provider experience and the assurance of accurate, and compliant work through measurement and analysis of calls, transactions, and related business processes. Responsibilities include conducting daily reviews and audits to ensure adherence to client, company, and regulatory standards, policies and procedures. You may contribute to planning, execution, and delivery of quality initiatives. By partnering with centralized and account teams, your work will enhance employee, member, and client experiences to help achieve organizational goals. 

Your role in our mission

• Evaluate contact center interactions and back-office transactions, including complex cases, to ensure accuracy, compliance, and adherence to established quality standards.

• Conduct quality reviews and audits, analyze performance trends, and identify opportunities to improve operational effectiveness.

• Participate in and, when appropriate, facilitate calibration sessions to promote consistency in quality evaluations and performance expectations.

• Collaborate with operational teams and stakeholders to communicate quality findings, support coaching opportunities, and resolve identified issues.

• Recommend process and policy improvements based on quality results, operational trends, and data-driven insights.

• Leverage quality monitoring platforms, reporting tools, and automation to improve quality assurance efficiency and effectiveness.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience, including at least two years of quality assurance experience or relevant subject matter expertise.

• Demonstrated knowledge of Medicaid Management Information Systems (MMIS) operations, including one or more functional areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, Data/Back Office Operations (DBO), or Provider Relations/SURS.

• Experience with quality assurance principles, monitoring methodologies, auditing practices, and performance evaluation.

• Proficiency in Microsoft Office Suite and SharePoint, with familiarity using quality monitoring platforms such as NICE CXone, Verint, or similar systems.

• Strong analytical, organizational, and communication skills, with the ability to collaborate effectively across teams and communicate actionable insights.

What you should expect in this role

• 100% remote position with the flexibility to work from home.

• Must be available to work 8:00 a.m. to 5:00 p.m. Central Time, regardless of location or time zone.

• Work in a fast-paced, quality-focused environment supporting healthcare contact center and back-office operations.

• Collaborate with cross-functional teams to support operational goals and continuous improvement initiatives.

• Manage multiple priorities while maintaining accuracy, attention to detail, and established performance expectations.

• Adapt to evolving business needs, client requirements, and operational processes.

Please note: This posting is intended to build a pipeline of qualified candidates for anticipated future hiring needs. While there may not be an immediate opening, we encourage interested candidates to apply for consideration as opportunities become available.

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