POSITION DESCRIPTION

You'll join a high caliber team where you're assisting, educating, problem-solving and resolving tenuous situations to the best possible outcomes. Bring your people skills, emotional strength and attention to detail. In return we offer the latest tools and most intensive training program in the industry. Get ready to start doing YOUR LIFE'S BEST WORK.(SM) Position will be responsible for all aspects of quality assurance. Conducts audits and analysis and provides feedback to reduce errors and improve processes, design, and performance.

PRIMARY RESPONSIBILITIES:

• Coach, Develop & Manage the Customer Satisfaction / NPS by working with a team of customer service representatives and ensure they promote and maintain positive relationships with all the customers by acting as an internal champion for customer needs
• Perform root cause analysis on Low Customer satisfaction calls
• Perform Customer Satisfaction / NPS Audit activities with other supervisors
• Participate in Quality Calibration meetings
• Responsible to build the Soft skills Training and to deliver the same to the team members so that they can improve on Tone, Empathy, Responses, Rapport building, Call control etc
• Monitor reporting to effectively track progress against objectives
• Consistently achieve goals for the number of call monitoring per week and customer satisfaction scores for an assigned team of customer service agents and share the feedback
• Manage the design, delivery and continuous improvement of training programs in support of the organization's needs
• Coach staff on call handling techniques to effectively Connect, Help, and Solve
• Flexible to get product Trained and serve as a Dual coach from Product and Customer experience standpoint

*** ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

REQUIRED QUALIFICATIONS:

• High School Diploma
• 1 + years of experience working as an Auditor, Trainer, Lead or supervisor within a call center environment
• Proficient in MS Office with strong computer skills (e.g. multiple systems experience, keyboarding skills, trouble-shooting IT concerns, Microsoft Excel, MPP, Microsoft Project, OneNote)
• Knowledge in applications for audit reporting/management reporting
• Available to work (40 hours/week) Monday- Sunday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (7:00am to 10:00pm) (on a rotating schedule)
• Fully Bilingual Spanish/English

PREFERRED QUALIFICATIONS:

• Associate's degree (or higher)
• Previous Health care experience
• Previous experience working on projects like Customer satisfaction / Net promoter scores improvement

CAREERS WITH OPTUM. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do YOUR LIFE'S BEST WORK.(SM)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.