Bilingual (Spanish/English) Senior Associate - Quality (Remote)
Company: Sutherland
Location: Jefferson City
Posted on: May 3, 2024
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Job Description:
Do you have a background in a customer service/call center
environment? Have you been involved with auditing and related
quality assurance within that environment? Do you have any
experience in the healthcare field? Are you fluent in English and
Spanish?
Join Us.
We're Sutherland, and we are seeking an attentive, goal-oriented
individual to play a key role in support the expanding needs of one
of our largest health insurance company customers. In this role,
you will be responsible for;
Overseeing/managing performance and service quality to guarantee
customer satisfaction, while providing coaching and feedback to
CSRs.
Monitoring calls, chats and emails in English and Spanish and
taking action to resolve issues observed during monitoring in order
to drive quality awareness and improvement initiatives.
Creating reports and relaying information to provide vital data to
management.
Developing/implementing strategies that positively impact the
bottom line based on data and observations.
Establishing/maintaining communication with clients and / or team
members; understanding needs, resolving issues, and meeting
expectations.
This is a work from home opportunity; with Monday-Friday hours
8AM-5PM EST. We provide equipment, but you must have reliable,
wired internet service and a quiet, distraction-free place to
work.
When you join us, you'll enjoy;
Competitive rate of $17/hour
Medical, dental and vision benefits
Paid training & generous PTO
Company-provided equipment
Advancement opportunities - 80% of our frontline leaders have been
promoted from within
EAP & Health and Wellness programs including a personal trainer
dedicated to Sutherland
Employee Discounts
Bilingual/Fluency in Spanish and English
Previous experience with QA and/or call monitoring
Health insurance industry experience a plus
Good skill in MS Excel and ability to prepare PowerPoint slides
Strong analytical skills with the knowledge/experience to interpret
data, identify trends, and make suggestions for improvements
About Us
As a digital transformation company and just re-certified as a
Great Place to Work, Sutherland has been helping customers globally
achieve greater agility and transform automated customer
experiences for over 35 years. We work with some of the world's
most known brands in dozens of industries, including Banking &
Financial Services; Insurance; Communications, Media &
Entertainment; Healthcare; Retail & Consumer Packaged Goods;
Technology; Travel, Transportation, Hospitality & Logistics; and
Mortgage Services, helping them to better support and serve their
customers.
EEOC and Veteran Documentation
During employment, employees are treated without regard to race,
color, religion, sex, national origin, age, marital or veteran
status, medical condition or handicap, or any other legally
protected status.
At times, government agencies require periodic reports from
employers on the sex, ethnicity, handicap, veteran and other
protected status of employees. The purpose of this Administrative
EEO Record is for statistical analysis only and is used to comply
with government record keeping, reporting, and other legal
requirements. Periodic reports are made to the government on the
following information. The completion of the Administrative EEO
record is optional. If you choose to volunteer the requested
information, please note that all
Administrative EEO Records are kept in a Confidential File and are
not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION
OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
Keywords: Sutherland, Columbia , Bilingual (Spanish/English) Senior Associate - Quality (Remote), Professions , Jefferson City, Missouri
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