You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose: Drive quality improvement and customer service initiatives throughout all the health plans. Develop, implement and report on unique programs to focus on employee performance.

• Design and implement quality programs throughout the health plans to drive contact center key performance indicators and support business initiatives
• Develop and execute auditing programs to improve quality monitoring and recommend solutions to improve call quality and integrity
• Ensure quality monitoring and auditing practices are consistent across all the health plans Investigate and resolve complex call center quality issues
• Develop and analyze quality reporting to identify trends and recommend improvements
• Collaborate directly with the business implementation and training to analyze educational needs based on quality performance and call monitoring

Education/Experience: Bachelor's degree in related field or equivalent experience. 3+ years of quality auditing or data analysis experience in call center setting, preferably in a managed care or healthcare setting. CRM/Avaya Quality Monitoring or other call center quality monitoring system experience preferred.

Pay Range: $54,000.00 - $97,100.00 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.  Total compensation may also include additional forms of incentives.

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