<p><strong>Overview:</strong> The Quality Assurance Specialist Lead is responsible for assisting with the day-to-day operations of quality reporting, quality coaching and quality oversight. The Quality Assurance Specialist Lead will assist the Quality Manager with daily operations including assistance to quality coordinators, call center trainers, call center associates, client calibrations and new hire nesting. </p><p><strong>Duties and Responsibilities:</strong></p><ul><li>Assist Quality Manager in meeting and attempting to exceed daily, weekly, and monthly quality goals;</li><li>Motivate and inspire the team to exceed goals;</li><li>Support new hire staff during their “nesting” period to assist with quality audits, answer questions, mentor, and provide performance feedback;</li><li>Identify opportunities for development and continuous improvement;</li><li>Provide assistance with call scripter tool;</li><li>Provide feedback to the training team regarding any trends noted that would warrant further trainings;</li><li>Assist with client calibration call retrieval, review and analysis;</li><li>Assist with complaint call retrieval and review;</li><li>Remain calibrated with Quality Manager when conducting quality audits;</li><li>Actively participate in team meetings and call calibrations as well as provide quality coaching as needed;</li><li>Produce reports reflecting individual and overall results during nesting and coaching sessions;</li><li>Analyze trends from reports to assist quality manager and training team;</li><li>Support quality remediation activity;</li><li>Other duties as deemed appropriate;</li><li>Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;</li><li>Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</li><li>Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.</li></ul><p><strong>Job Requirements:</strong></p><ul><li>Minimum of 5 years customer service experience preferred;</li><li>Previous experience in call quality auditing and coaching strongly preferred;</li><li>Advanced knowledge of Microsoft Office applications including Excel and Outlook;</li><li>Exceptional problem solving, analytical, interpersonal and communication skills to resolve issues within Operations;</li><li>Professionally skilled in verbal and written communication</li><li>Meticulous organization skills, with the ability to multi-task; and</li><li>Ability to make sound decisions in a timely and independent manner.</li></ul><p><strong>Education:</strong></p><ul><li>High School diploma or equivalent.</li></ul><p><strong>Physical Demands and Work Environment:</strong></p><ul><li>Sedentary work (i.e. sitting for long periods of time);</li><li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li><li>Frequently or constantly lift, carry, push, pull or otherwise move objects and repetitive motions;</li><li>Subject to inside environmental conditions; and</li><li>Travel for this position will include less than 5% locally, usually for training purposes.</li></ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-size: 16px;"><strong>ComplexCare Solutions Offers a Competitive Salary and Benefits Package</strong></span></p><p><em><span style="font-size: 16px;">In addition to the base compensation, this position may be eligible for performance-based incentives.</span></em></p><p><span style="font-size: 16px;"><em>The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At ComplexCare Solutions, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.</em></span></p></div><div class="title">Base Compensation Range</div><div class="pay-range"><span>$23.50</span><span class="divider">—</span><span>$25 USD</span></div></div></div><div class="content-conclusion"><p></p><p><em>Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.</em></p><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p><p><em>ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p><p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p><div><em><span class="ui-provider bsa bsb bsc bsd bse bsf bsg bsh bsi bsj bsk bsl bsm bsn bso bsp bsq bsr bss bst bsu bsv bsw bsx bsy bsz bta btb btc btd bte btf btg bth bti">To review the legal requirements, including all labor law posters, please visit this <a class="fui-Link ___10kug0w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://postings.govdocs.com/#/8sZXnFNWk3KYs3F" target="_blank">link</a></span></em></div><p></p></div>