QA Engineer

• Assist Quality Manager in meeting and attempting to exceed daily, weekly, and monthly quality goals
• Motivate and inspire the team to exceed goals
• Support new hire staff during their “nesting” period to assist with quality audits, answer questions, mentor, and provide performance feedback
• Identify opportunities for development and continuous improvement
• Provide assistance with call scripter tool
• Provide feedback to the training team regarding any trends noted that would warrant further trainings
• Assist with client calibration call retrieval, review and analysis
• Assist with complaint call retrieval and review
• Remain calibrated with Quality Manager when conducting quality audits
• Actively participate in team meetings and call calibrations as well as provide quality coaching as needed
• Produce reports reflecting individual and overall results during nesting and coaching sessions
• Analyze trends from reports to assist quality manager and training team
• Support quality remediation activity
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements
• Fulfill responsibilities and/or duties reasonably provided by ComplexCare Solutions for operational and financial success of the Employer.

CCS

Lead Quality Assurance Specialist