Member Engagement Quality Assurance Trainer Orange, CA

Job Duties/Responsibilities: 

• Works collaboratively with Member Engagement management to ensure training is current, relevant and supports organizational initiatives.   

• Develops and owns Member Engagement and Quality Assurance training materials, manuals, job aids, checklists, skill assessments, workflows, individual and group training programs that target tangible business results. 

• Facilitates training programs using classroom programs, webinars, and on-the-job training for Member Engagement representatives ensuring training objectives are met to include the completion of AHC required core training. 

• Monitors performance during training period to ensure the training participants are proficient in material presented and recommends additional performance solutions when appropriate. 

• Completes Quality Assurance call audits regularly to assess training needs by routinely monitoring calls from trainees and active agents in production.   

• Maintains expert knowledge of current workflow and call handling procedures, to ensure accuracy and efficiency of call evaluations.  

• Coaches Member Experience Representatives based on Quality Assurance audit results and provides feedback to Member Engagement management based on results.   

• Recognizes and identifies training issues and error trends through Quality Assurance audit results and recommends additional training. 

• Participates in Quality Assurance roundtable sessions to review and make recommendations regarding efficiency improvements, design of call monitoring forms and quality standards. 

• Assists with incoming calls and/or outbound campaign calls, based on business needs 

• Performs other duties as assigned. 

Job Requirements: 

Experience: 

Required:  

• 2-3 years of Call Center experience 

• Previous experience in training and/or Supervisory or Team Lead role. 

Preferred:  

• Solid knowledge and understanding of Medicare  

• Previous Health Plan experience. 

• Experience in Call Quality and Auditing 

Education: 

Required:   High School Diploma or GED 

Preferred:  Associate degree 

Specialized Skills: 

Required:  

• Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others. 

• Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors;  

• Mathematical Skills: Ability to perform mathematical calculations and calculate simple statistics correctly 

• Reasoning Skills: Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems, collect data, establish facts, draw valid conclusions, and design, implement and manage appropriate resolution. 

• Problem-Solving Skills: Effective problem solving, organizational and time management skills, effectively troubleshoot issues and ability to work in a fast-paced environment. 

• Intermediate knowledge of Microsoft Office Suite (TEAMS, MS Word, Excel, PowerPoint) 

Other: 

Required:  

• Ability to work flexible schedules to meet the operational needs of a 24/7/365 business. 

• Ability to travel for work with advanced notice. 

• Maintain compliance with company dress code for all onsite and offsite events. 

• Demonstrates adherence to Department Performance Standards in addition to enforcement of company policies and modeling Core Values and Team Attributes. 

Essential Physical Functions: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. 

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.