Sample Job Description for Contact Center Quality Metrics Auditor
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Contact Center Quality Metrics Auditor Job Overview
Contact Center Quality Metrics Auditor Job Description Sample
Monitors and measures the quality of inbound and/or outbound customer service calls.
JOB LEVEL
P02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$52,830
TOTAL 50%
$54,320
Job Responsibilities for Contact Center Quality Metrics Auditor
Prepares and presents audit reports for management to identify the issues and performance. Assists with feedback and training of individuals who have contact with customers.
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|---|---|---|
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| 2 | Claims Quality and Compliance Auditor I | The Claims Quality and Compliance Auditor I selects claims through random processes and/or other criteria. Audits claims for coding accuracy, benefit payment, contract interpretation, and compliance with policies and procedures. Being a Claims Quality and Compliance Auditor I typically requires an associate's degree. Makes recommendations to improve quality, workflow processes, policies and procedures. In addition, Claims Quality and Compliance Auditor I typically reports to a supervisor or a manager. Being a Claims Quality and Compliance Auditor I gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Working as a Claims Quality and Compliance Auditor I typically requires 2 to 4 years of related experience. |
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| 5 | Claims Quality and Compliance Auditor II | The Claims Quality and Compliance Auditor II selects claims through random processes and/or other criteria. Audits claims for coding accuracy, benefit payment, contract interpretation, and compliance with policies and procedures. Being a Claims Quality and Compliance Auditor II typically requires an associate's degree. Makes recommendations to improve quality, workflow processes, policies and procedures. In addition, Claims Quality and Compliance Auditor II typically reports to a supervisor or a manager. Being a Claims Quality and Compliance Auditor II contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. Working as a Claims Quality and Compliance Auditor II typically requires 4 to 7 years of related experience. |
Contact Center Quality Metrics Auditor Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 2 |
| Business Process Improvement | Level 2 |
| Customer Focus | Level 1 |
