UnitedHealth Group Customer Service Quality Analyst - Taguig City, NCR in Taguig City, Philippines

Optum, part of the UnitedHealth Group family of businesses, is working to create the health care system of tomorrow.Already Fortune 6, we are totally focused on innovation and change.

We work a little harder.

We aim a little higher.

We expect more from ourselves and each other.

And at the end of the day, we're doing a lot of good.Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever.

Now we're looking to reinforce our team with people who are decisive, brilliant, and built for speed.Come to Optum, and share your ideas and your passion for doing more.

We have roles that will fit your skills and knowledge.

We have diverse opportunities that will fit your dreams.Welcome to one of the toughest and most fulfilling ways to help people, including yourself.

We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement.

Join us and start doing your life's best work.(sm)Primary Responsibilities:Analyze current customer service processes and identify gaps or defects to improve overall effectivenessDefine/recommend process improvements to meet current and future customer service needs/standardsEnsure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement)Ensure appropriate usage of available resources by agents to respond to callers (e.g., applicable scripts, Subject Matter Experts)Work directly with agents/staff to improve overall performance (e.g., focus groups)Define Quality guidelines/programs to address identified issues and emerging business needs (e.g., newly acquired companies)Identify/anticipate future business needs based on changes in the internal and external environment, and providerecommendations to meet those needsPerform Quality audits and analyze results to determine process improvement opportunitiesReview/monitor results of appeals work and escalate as necessary (e.g., rebuttals)Demonstrate understanding of applicable Customer Service Quality requirements/ guidelines (e.g., escalation procedures, use of SMEs)Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholdersDemonstrate understanding of specific workgroup roles/responsibilities (e.g., Call Center, operational groups, Tier I/II/III)Define policies and procedures for applicable Quality teams (e.g., randomization processes, auditor evaluation definitions, calibrations)Define/document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification/authentication)Support applicable customer service processes and groups (e.g., CSA populations, lead teams, client teams) Required Qualifications:1 year experience of working knowledge on HR policies and proceduresIntermediate level of proficiency with MS Office SoftwareSelf-motivated; ability to work independentlyStrong customer service orientationExcellent time management skillsAttention to detailCritical thinking SkillsDecision making abilityComfortable, confident, and successful in giving peer to peer feedbackComfortable with ambiguityExcellent communication, time/project management, problem solving, and organizational skillsAbility to exhibit a high level of confidentialityPreferred Qualifications:BA/BS degree or equivalent work experienceExperience working in a Contact CenterHRdirect Contact Center experienceExperience updating already defined processesExperience with Qfiniti, Camtasia, Articulate, VisioCareers with Optum.

Here's the idea.

We built an entire organization around one giant objective; make health care work better for everyone.

So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.

Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential.

For you, that means working on high performance teams against sophisticated challenges that matter.

Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.(sm)Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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.Optum is a drug-free workplace.

© 2018 Optum Global Solutions (Philippines) Inc.

All rights reserved.Job Keywords: Customer Service Quality Analyst, Customer Service, Client Service, Customer Care, Quality Analyst, Quality Analysis, HR Policies, HR Policy, Taguig City, NCR, National Capital Region e18a2a5d-6ce3-4390-8bbc-a492d263d9aa

Customer Service Quality Analyst - Taguig City, NCR Philippines-Taguig City 754854