Aetna Call Quality Assurance Special in Fresno, California

Req ID: 43932BR

POSITION SUMMARY

This position is responsible for monitoring the call quality of call center agents. This position will monitor agent quality and provide direct feedback and coaching to agents.

Fundamental Components:

-Coaching, developing, and improving caller experience

-Analyzing and reporting trends to management

-Providing constructive feedback to agents to assist in development

-Building on and maintaining current QA program

-Performing call reviews on all agents and following up with coaching opportunities

-Assisting with new hire training

BACKGROUND/EXPERIENCE desired:

Minimum of one year of recent and related experience.

Recent and related phone quality monitoring experience preferred, but not required.

Experience with Windows-based software applications.

Experience in providing constructive feedback and serving as a training resource, mentor and coach

EDUCATION

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

ADDITIONAL JOB INFORMATION

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: Customer Service