Customer Care Associate III, Quality
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.
•Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
•Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.
•The purpose of this role is to monitor customer service interactions as well as representative adherence to policy / practice as input for training purposes. Role works independently exercising appropriate business judgment and problem solving skills.
•Senior level job with considerable work experience
•Has developed specialized skills or is multi-skilled through job-related training
•Completes a variety of atypical assignments
•May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions
•Completes work with a limited degree of supervision
•Acts as an informal resource for colleagues with less experience
•May lead a team in the performance of a variety of tasks that are generally routine
•May have specialized external certification (technical roles)
•Conducts audits and reviews/analyzes data and documentation
•Uses the organization's resources to enhance customer satisfaction
•Evaluates improvements to various systems
•Ensures that data and information are sufficiently accurate and reliable
•Participates in design of call monitoring formats and quality standards
•Performs call monitoring and provides trend data to site management team.
•Uses quality monitoring data management system to compile and track performance at team and individual level.
•Monitors email customer contacts.
•Participates in customer and client listening programs to identify customer needs and expectations.
•Provides actionable data to various internal support groups as needed.
•Coordinates and facilitates call calibration sessions for call center staff.
•Provides feedback to call center team leaders and managers.
•Prepares and analyzes internal and external quality reports for management staff review.
•All other duties as assigned
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.