Auditor, Telesales Quality
Employment Type: Full-Time
Monitor and appraise inbound and outbound sales calls of licensed and non-licensed sales personnel
Become a subject matter expert in all Marketplace, Medicare, and Medicaid Enrollment processes
Evaluate sales agent's quality performance and provide feedback to agents
Deliver targeted and actionable agent coaching to sales call center personnel
Monitor and track sales agent adherence to compliance requirements with established procedures and standards.
Identify CMS test calls and measuring success against CMS potential beneficiary guidelines
Responsible for CMS Test call outcome reporting and presentation to leadership
Lead meetings with translation vendor focusing on CMS testing results
Track, report, and trend quality outcomes. Present quality program results to executive leadership team.
Develop, implement, and manage sales call calibration exercises.
Develop and manage policies and procedures for sales call quality program.
Manage, review and revise sales call quality monitorial criteria and platform.
Use NICE to create Quality Audit forms, update quality parameters and weighting
Analyze and identify trends by agent and teams impacting enrollment conversion
Make recommendations to sales call center management on areas of training for quality improvement
Medicare and or Marketplace knowledge-Preferred
Associate Degree or equivalent combination of education and experience
3-5 years of experience with sales call quality
5-7 years of experience with sales call quality.
Experience with NICE and Salesforce
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.