Contact Center Quality Support

Would you like to be part of a growing national healthcare solutions company? Are you looking to positively affect thousands of lives each day via health benefits? Do you have experience in a healthcare or health insurance Customer Service contact center environment?

We are hiring for a Contact Center Quality Support to join our team.

Who we are

Allied is a national healthcare solutions company that supports healthy workplace cultures.

What we do

We are problem-solvers, innovators, and collaborators. Our purpose is to work with employers to take care of their employees and their families every day – and it all starts with the Allied family. 

What’s in it for you?

Allied supports an inclusive culture focused on developing employees to succeed, innovate & impact the community.

Here’s how we do it

Training and Development: Allied offers tailored learning and development curriculums for all employees and a Learning Management Database with thousands of courses for professional and personal development.

Career Mobility: Growth opportunities are endless at Allied. In 2021 alone, one in five employees had a job change. 75% of these job changes were promotions!

Employee Engagement: We pride ourselves on employee engagement! With our recognition program, employees recognize their colleagues monthly or donate to charities with cash rewards. Allied has a dedicated committee planning monthly engagement activities to create endless opportunities to get to know your peers and destress in this new remote world.

Employee Feedback: We regularly survey our employees throughout the year to seek continuous feedback, ideas and suggestions on new initiatives.

Community Outreach: We have dedicated committees focused on fundraising efforts supporting our employees and their families, furthering education goals and providing funds for charitable organizations outside of Allied.

What will you be doing?

The Contact Center Quality Support role monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for agents and management to calibrate the performance of the Contact Center and identify any issues. Conduct quality reviews, assisting with New Hire and cross-training initiatives through consistent auditing procedures based on resources, and support to team member inquiries via established Contact Center Support channels to offer solid support and continued education.

ESSENTIAL FUNCTIONS

• Support all Quality Audits including dedicated books of business, special audits, and request
• Assist in innovative platform developments for all books of business, and assist with resource maintenance.
• Identify educational opportunities for contact center agents.
• Offer solid and exceptional assistance to all employees: upward, downward, and unilaterally as well as provide candid feedback and examples when warranted.
• Support daily question channels and support lines, trend quality data to enhance processes.
• Other duties as assigned.

SKILLS & ABILITIES

Must have excellent communication and listening skills – written and oral.

High attention to detail.

Ability to multi-task and stay organized.

Critical thinking and problem-solving skills.

Intermediate experience with Microsoft: Outlook, Teams, SharePoint, Excel, PowerPoint, and Word

Adapt well to change and successfully set and adjust priorities.

Strong computer literacy and call center software experience.

Multitask and successfully operate in a fast-paced, team environment as needed.

Must have reliable internet with efficient download and upload speeds

Experience

Experience in a healthcare or health insurance Customer Service contact center environment is strongly preferred.

At least 1 year of quality control auditing within a call center environment.

At least 1 year of call center experience handling inbound consumer support.

Education

High school diploma required, and some college is preferred but not mandatory.

Certificates & Licenses

N/A

PHYSICAL DEMANDS

Desktop/Standing/Sitting

WORK ENVIRONMENT

Remote

Hiring is contingent upon successful completion of our background and drug screening process. Allied is a drug-free and tobacco-free workplace.

Diversity creates a healthier atmosphere: Allied 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.

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