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Bilingual (Spanish/English) Senior Associate - Quality (Remote) - Jefferson City Missouri
Company: Sutherland Location: Jefferson City, Missouri
Posted On: 05/04/2024
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; |
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