Customer Solution Center Quality Auditor II

$55,245 - $82,867/Yr

L.A. Care Health Plan - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

1,001-5,000 employees

Administration of Human Resource Programs

About the position

The Customer Solution Center Quality Auditor II at L.A. Care Health Plan is responsible for monitoring and enhancing the quality performance of the Customer Solution Call Center team. This role involves analyzing quality results, identifying areas for improvement, and supporting staff development. The auditor will create performance reports, assist in training, and ensure compliance with regulatory and quality standards across various service lines.

Responsibilities

• Conduct audits to ensure regulatory and quality requirements are met across all verticals under the Customer Solution Center (CSC).
• Perform random member audits and surveys to ensure positive member experiences.
• Monitor call center performance against key performance indicators and identify trends requiring retraining.
• Analyze data from audits and provide input to management for review.
• Track daily error reports and recommend quality improvements for the CSC Department.
• Assist in developing Desk Level Procedures (DLP) for supporting units.
• Perform and assist with weekly calibrations and new hire training.
• Compile quality data to measure compliance with internal policies and regulatory requirements.
• Review quality reports and recommend corrective action plans as needed.
• Provide 1:1 coaching assessments to relevant departments.

Requirements

• High School Diploma or GED required; Associate's Degree preferred.
• At least 2 years of quality assurance experience, preferably in healthcare's Member Services or Quality Assurance.
• Knowledge of Medi-Cal, Medicare, and Covered California.
• Good oral and written communication skills.
• Strong analytical skills and attention to detail.
• Intermediate knowledge of Microsoft Office.
• Ability to coach and train employees.

Nice-to-haves

• Bilingual in one of L.A. Care Health Plan's threshold languages (Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese) is highly desirable.
• American Society for Quality - Certified Quality Auditor (ASQ - CQA) Certification preferred.

Benefits

• Wellness program
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Vision insurance
• Volunteer time off
• Retirement plan