**Job Description** **Job Summary** Under general direction, this position is responsible for supporting total quality methods, processes and procedures for the Call Center division. This position will help preserve service excellence through: monitoring and assessing customer interactions of Call Center Associates; documenting agent performance strengths and weaknesses using a Quality Management System (NICE); highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals. **Knowledge/Skills/Abilities** • Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure. • Record and trend individual and department audit results and performs root-cause analysis when identifying error issues and trends. • Assists in training new and existing staff. • Assists with creating and updating training materials and departmental workflows. • Monitors daily activities and report issues or concerns to management.. **Job Qualifications** **Required Education** Associate's Degree or equivalent combination of education and experience **Required Experience** 3-5 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service. **Preferred Education** Bachelor's Degree or equivalent combination of education and experience **Preferred Experience** • 5-7 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service. • Managed Care experience To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V. Pay Range: $21.16 - $42.2 / HOURLY *Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.