BPO Contact Center Quality Support

Would you like to be part of a growing national healthcare solutions company? Are you looking to positively affect thousands of lives each day via health benefits? Do you have a passion for training and assisting people with a background in call centers?

We are hiring for a Contact Center Quality Support to join our BPO team.

Who we are

Allied is a national healthcare solutions company that supports healthy workplace cultures.

What we do

We are problem-solvers, innovators, and collaborators. Our purpose is to work with employers to take care of their employees and their families every day and it all starts with the Allied family.

Whats in it for you?

Allied supports an inclusive culture focused on developing employees to succeed, innovate & impact the community.

Heres how we do it

Training and Development: Allied offers tailored learning and development curriculums for all employees and a Learning Management Database with thousands of courses for professional and personal development.

Career Mobility: Growth opportunities are endless at Allied. In 2021 alone, one in five employees had a job change. 75% of these job changes were promotions!

Employee Engagement:We pride ourselves on employee engagement! With our recognition program, employees recognize their colleagues monthly or donate to charities with cash rewards. Allied has a dedicated committee planning monthly engagement activities to create endless opportunities to get to know your peers and destress in this new remote world.

Employee Feedback: We regularly survey our employees throughout the year to seek continuous feedback, ideas and suggestions on new initiatives.

Community Outreach: We have dedicated committees focused on fundraising efforts supporting our employees and their families, furthering education goals and providing funds for charitable organizations outside of Allied.

What will you be doing?

The BPO Contact Center Quality Support role assists in all Training & Quality tasks in the Customer Service Dept. such as regular BPO quality reviews, assistance in New Hire and cross-training initiatives, management of BPO training resources, continued education, and support to team member inquiries.

ESSENTIAL FUNCTIONS

• Support all BPO Quality Audits including dedicated books of business, special audits and request
• Assist in innovative platform developments for all BPO books of business, resource maintenance and question boxes.
• Identify education opportunities for contact center teams.
• Offer solid and exceptional assistance to all employees: upward, downward, and unilaterally as well as provide candid feedback and examples when warranted.
• Support daily BPO question support lines, trend training and quality data to enhance processes.
• Other duties as assigned.

SKILLS & ABILITIES

Adapt well to change and successfully set and adjust priorities.

Multitask and successfully operate in a fast-paced, team environment as needed.

Experience

Intermediate experience with Word, Excel, Outlook, and PowerPoint.

Minimum 1 year experience in a Customer Service call center environment is required.

Minimum 1 year experience of medical Insurance required.

Training or Quality Audit experience a plus.

Education

High school diploma required.

Certificates & Licenses

N/A

PHYSICAL DEMANDS

The ability to sit at a work station for long periods of time.

WORK ENVIRONMENT

Fully remote

Work Schedule

Monday-Friday, 8:00a-4:30p or 8:30a-5:00p. One night a week 10:30a-7:00p. Occasional trainings on a Sat 9a-12p CST

Hiring is contingent upon successful completion of our background and drug screening process. Allied is a drug-free and tobacco-free workplace.

Diversity creates a healthier atmosphere: Allied is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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