Centene is hiring a Director, Quality Assurance to lead the quality assurance monitoring teams within our Member and Provider Services (MPS) contact centers. You will build a program focused on outcomes and statistical significance, evaluating the competencies that drive resolution and satisfaction. Your work will align with business goals, ensure regulatory compliance, and be central to our continuous improvement efforts.
What You'll Do
- Lead the quality assurance team on performance, improvement, and career growth path consideration.
- Oversee all systems, processes, and initiatives that alleviate service quality issues.
- Influence the overall vision for service quality and set achievable goals and milestones.
- Cross-functionally collaborate to define, measure, and continuously improve service quality.
- Prioritize identified service quality issues and/or risks to develop a remediation roadmap for a consistent customer experience.
- Regularly review KPI metrics to ensure accurate reporting, track performance, and improve interactions and processes.
- Develop the overall strategy for onboarding, hiring, and training new employees, and contribute to performance and/or reward decisions within the department.
- Perform other duties as assigned.
- Comply with all policies and standards.
What We're Looking For
- Bachelor's degree.
- 7+ years of related experience.
- Prior management experience.
Nice to Have
- 4+ years of specific management experience.
Team & Environment
You will lead the quality assurance team within our Member and Provider Services (MPS) division.
Benefits & Compensation
- Health insurance.
- 401K and stock purchase plans.
- Tuition reimbursement.
- Paid time off plus holidays.
- Compensation range: $133,700.00 - $247,400.00 per year.
Work Mode
This is a hybrid position.
Centene is an equal opportunity employer.
