Quality Assurance Representative

Clearance Level
None
Category
Business Administration
Location
Menands, New York

REQ#: RQ46069

Travel Required: None

GDIT is seeking a Quality Assurance (QA) Representative, with a passion for delivering quality Customer Service, to join our QA team supporting the eMedNY Call Center.

The eMedNY QA Unit will be responsible for monitoring calls for the purpose of evaluating quality and detecting call trends. QA staff will furnish to supervisors, team leads and manager the results of their monitoring. QA reports will include special notes on those CSRs who have an opportunity to improve quality or knowledge (Call Coach). The QA staff will interact with the CSRs on call monitoring to provide feedback and support. If a trend or issue is identified, the QA unit can research further by increasing call monitoring as necessary to confirm trends as well as identify possible solutions, for a CSR, Unit, or Whole Call Center.

This position is based at GDIT’s office at Riverview Center in Menands, NY.

Program will allow Team Leads and Supervisors more time to perform other functions related to their positions (such as mentoring CSRs). The Quality Assurance Team will be the forefront to the QA process, regularly listening to and critiquing CSR’s Calls.  Critiques are designed to be informative, subjective, and qualitative, with the end goal of bettering the performance of the CSR on the call.

Some calls will be on-demand, some will be live calls; some will be on a regular schedule, some will be by the request of the Call Center Management Team. The QA Department will also include other areas of Call Center Representative performances, looking for other areas of improvement, as well as trends in performances of a particular CSR, or group of CSRs.  As trends become apparent, alert the QA Supervisor, as well as Call Center Management Team for further investigation.

Responsibilities:

  • Identify opportunities to streamline or improve training by monitoring all skills and being exposed to large volume of calls
  • Provide an opportunity to target specific training needs.
  • Evaluate the CSRs with more consistent and less variation in the standards applied to determine call quality program.
  • Call trending reports will enable the Call Center to react to current trends and to predict future trends.
  • Evaluate the Call Quality Assurance process and assessment tool and recommend changes as appropriate to Call Trends, requirements of the Call Center Management team, and keep feedback to the CSRs fresh and relevant.

Minimum Qualifications:

  • Proficient in MS Office products (excel, word, Outlook, ...)
  • Ability to learn Proprietary Call Tracking Software
  • 6+ months experience in a Call Center as a Call Center Rep
  • self-critical in call performances
  • Creative in delivery of critiques of calls to others
  • HS Diploma or equivalent + 1 years related experience;
  • NYS Medicaid claims knowledge

Desired Qualifications:

  • History of High quality QA scores in own calls
  • experience in a QA position
  • Direct knowledge of NYS Medicaid Billing and Claims, Enrollment Procedure, and Eligibility verification
  • Customer Service Experience 12+ months
  • Call Center Experience 12+ months
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.