Aetna Dir, Quality Management in High Point, North Carolina
Req ID: 50518BR
Strategic direction and management of the service operations call quality program including design, implementation, maintenance of the audit program and use of post call survey. Involved in coaching for improvement, analytics, tracking and trending results and process /performance recommendations for improvement.
Forward thinking, flexible Director of Call Quality managing audit staff and reporting staff as well as program design, implementation, training, reporting and overall audit management.
5 - 7+ years related experience that reflects a proven track record or proficiency in the competencies noted.
Previous experience managing staff (5-7 years) with direct reports (layered management)
Results and action oriented individual with successful examples
Demonstrated ability to plan, organize, and execute multiple functional business objectives.
Clear demonstration of strategic thinking, quality industry acumen and knowledge of best practices.
Ability to build and maintain strong interpersonal relationships with our key business partners, understanding their business problems and opportunities and building on their success.
Understanding of the Verint Suite of products and ability to promote and develop additional uses of products.
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
Call center monitoring & analysis - Inbound calls - call center location/4-6 Years
Communication Quality Control/4-6 Years
Communication Development - Executive level presentations/4-6 Years
Multi-functional management: < 25 employees/4-6 Years
Lead significant enterprise-wide initiative/4-6 Years
Aetna Applications/Aetna Strategic Desktop Reporting/1-3 Years/Power User
QA Tools/QA Playback w/File Extension/1-3 Years/Power User
Technical - Aetna Applications/Verint Ultra for Administrators/1-3 Years/Power User
Technical - Desktop Tools/Microsoft PowerPoint/1-3 Years/Power User
Telework considered only for unique circumstances.
ADDITIONAL JOB INFORMATION
Opportunity for a customer centric service driven candidate to make a clear difference in the experience our customers have with our company.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Job Function: Quality Management