Contact Center Operations Auditor - National Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full time. Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am - 4:30pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of on-the-job training. The hours of the training will be aligned with your schedule.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Provide quality auditing support for call/contact center operations and production outputs control
• Provide feedback to agents via auditing tools on audit outcomes
• Analyze information to support development recommendations (e.g. coaching/training, etc.) to reduce errors and improve process performance for agents within call/contact center operations
• Present audit trending issue findings to contact center leadership, team leads, supervisors
• Partner with contact center training departments and provide QA overview presentations to new hires on the audit process
• Support as required quality education on authentication training, fraud/red flag training, et al.
• Project manage line of business scorecard revision requests, including managing pilots of such requests

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 / GED
• Must be 18 years of age OR older
• 4+ years of phone-based customer service experience analyzing and proactively identifying solutions for customer issues
• 3+ years of experience in a high-volume call center
• Demonstrated expertise in use of call center software programs (e.g. NICE, Qfiniti, Nexidia, KANA, KL, Wiki, and eGRC)
• Proficiency with computer and Windows PC applications including Microsoft Office; Microsoft PowerPoint (create and present basic presentations), Microsoft Excel (create spreadsheets, track data, sort / filter) and Microsoft Word (draft quality documents)
• Experience in customer service and / or provider call auditing, preferably in financial services and / or healthcare
• Ability to work full time. Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am - 4:30pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Superior customer service & support skills/knowledge
• Strong business acumen
• Knowledge of financial services products (e.g. HSAs, FSAs, HRAs, etc.)

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.