Aetna Dir, Quality Management in Bismarck, North Dakota

Req ID: 50518BR

POSITION SUMMARY

Strategic direction and management of the service operations call quality program including design, implementation, maintenance of the audit program and use of post call survey. Involved in coaching for improvement, analytics, tracking and trending results and process /performance recommendations for improvement.

Fundamental Components:

Forward thinking, flexible Director of Call Quality managing audit staff and reporting staff as well as program design, implementation, training, reporting and overall audit management.

BACKGROUND/EXPERIENCE desired:

5 - 7+ years related experience that reflects a proven track record or proficiency in the competencies noted.

Previous experience managing staff (5-7 years) with direct reports (layered management)

Results and action oriented individual with successful examples

Demonstrated ability to plan, organize, and execute multiple functional business objectives.

Clear demonstration of strategic thinking, quality industry acumen and knowledge of best practices.

Ability to build and maintain strong interpersonal relationships with our key business partners, understanding their business problems and opportunities and building on their success.

Understanding of the Verint Suite of products and ability to promote and develop additional uses of products.

EDUCATION

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

FUNCTIONAL EXPERIENCES

Call center monitoring & analysis - Inbound calls - call center location/4-6 Years

Communication Quality Control/4-6 Years

Communication Development - Executive level presentations/4-6 Years

Multi-functional management: < 25 employees/4-6 Years

Lead significant enterprise-wide initiative/4-6 Years

TECHNOLOGY EXPERIENCES

Aetna Applications/Aetna Strategic Desktop Reporting/1-3 Years/Power User

QA Tools/QA Playback w/File Extension/1-3 Years/Power User

Technical - Aetna Applications/Verint Ultra for Administrators/1-3 Years/Power User

Technical - Desktop Tools/Microsoft PowerPoint/1-3 Years/Power User

Telework Specifications:

Telework considered only for unique circumstances.

ADDITIONAL JOB INFORMATION

Opportunity for a customer centric service driven candidate to make a clear difference in the experience our customers have with our company.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Quality Management