Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

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Job Title: Quality Assurance Associate III
Department: Customer Service/Contact Center
Employment Type: Full-Time (Monday-Friday)
Location: Virtual (Work-from-home)

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Compensation: $18.00 - $20.00 per hour
Training Schedule: Monday to Friday, 9:00 AM – 5:30 PM EST
Work Schedule: Monday to Friday, between 8:00 AM – 4:30 PM or 9:00 AM – 5:30 PM EST

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Position Summary

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The Quality Assurance Associate III plays a vital role in enhancing patient experiences by ensuring agents deliver exceptional service to patients, including those who are uninsured or underinsured. This role involves monitoring customer interactions, providing feedback, analyzing performance data, and driving continuous improvement in a dynamic contact center environment.

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Key Responsibilities

\n\n Quality Assurance Monitoring\n \n Evaluate customer interactions (calls, chats, emails) to ensure adherence to company quality standards.\n Assess agent performance on communication skills, problem-solving, adherence to scripts, and policy compliance.\n Identify trends in quality issues and recommend actionable improvements.\n \n Feedback and Coaching\n \n Deliver constructive feedback to agents, focusing on strengths and areas for improvement.\n Collaborate with supervisors and trainers to design and implement targeted coaching sessions or refresher training.\n \n Reporting and Analysis\n \n Compile and analyze quality data to identify trends and areas for improvement.\n Present quality performance reports to management and track the impact of quality initiatives.\n \n Process Improvement\n \n Propose and implement process enhancements to boost customer satisfaction and operational efficiency.\n Work with leadership to refine quality scorecards, evaluation forms, and training materials.\n \n Compliance and Standards\n \n Ensure compliance with legal, regulatory, and client-specific requirements.\n Stay updated on industry trends and best practices to maintain high service standards.\n \n\n\n  \n\n

Qualifications

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Must-Have Skills:

\n\n Strong analytical and problem-solving abilities.\n Exceptional attention to detail and accuracy.\n Strong interpersonal skills to deliver constructive feedback effectively.\n\n

Nice-to-Have Skills:

\n\n Previous quality assurance experience in a contact center.\n\n

Technical Requirements:

\n\n Ability to type a minimum of 25 WPM.\n\n\n  \n\n

Day-to-Day Responsibilities

\n\n Monitor and evaluate pre-recorded calls to assess performance.\n Complete detailed reports highlighting areas of strength and opportunities for improvement.\n Meet with agents to provide feedback and ongoing support.\n\n\n  \n\n

Role Highlights

\n\n Impact: Contribute to improving patient experiences by empowering agents to assist patients in navigating their healthcare options effectively.\n Challenges: Motivate and engage agents who may be resistant to feedback while driving quality improvements.\n\n\n  \n\n

Pay Transparency Statement

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Pay transparency laws in some locations require disclosure of compensation-related information. For this position, actual salaries will vary and may be above or below the range based on various factors, including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive.
Furthermore, Conduent provides a variety of benefits to employees, including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time.
The estimated salary range for this role is $18-20 per hour.

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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.

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People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

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At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

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