Manager, Quality Assurance

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

Position Purpose: Oversees the quality of departmental interactions, systems, and relevant processes to drive value for our partners while adhering to external compliance requirements. Leads the quality assurance team in communication and working with leadership on all quality assurance related matters such as enabling the ideal customer experience, conducting targeted monitoring to guide insights to action, and ensuring adherence to regulatory compliance requirements.

• Manages daily operations of quality assurance teams to drive consistent implementation of policies and procedures to ensure adherence to quality standards
• Manages all performance issues remediation plan and controls in place for identified risks with leadership to drive transparency and quality
• Reviews the quality assurance team’s key performance indicator (KPI) metrics to provide guidance in developing improvement plans
• Oversees the performance issues remediation plan and controls in place for identified risks with leadership
• Facilitates inter-departmental collaboration and feedback loop to maximize cross-functional impact
• Manages tactical plans to drive improvement opportunities by enhancing training and resources to elevate customer experience
• Ensures consistent adherences to documenting workflow guidelines and established procedures
• Partners with quality assurance team to provide performance reviews to quality assurance team and oversee the development via coaching and implementation of trainings
• Supports quality assurance leadership with onboarding, hiring, and training new employees to the department to ensure team members are delivering value and bringing the mission of quality to life
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 5+ years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

2+ years supervisory experience preferred.

Pay Range: $87,000.00 - $161,300.00 per year

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act