Aetna Quality Assurance Spec in Phoenix, Arizona

Req ID: 41931BR

2nd Shift position : hours starting between 1-3 pm and working an 8 hour day, could also pick up a weekend shift for a day off during the week.


Serves as the call monitoring Quality Assurance Specialist for a Medicaid Member Services call center. Evaluates calls completed by the Customer Service Representatives.

Fundamental Components:

Serves as a Quality Assurance Specialist for the Centralized Call Center, a Medicaid Member Services call center in Phoenix. Evaluates Customer Service Representatives completed calls associated with Medicaid members calling for information and assistance. Adheres to the guidelines and standards of the Aetna national call Quality Monitoring program. Accurately scores each monitored call, and provides information to the staff using established protocols. Accurately documents the findings and scores in the system, error free, and ensures the information is thorough and timely. Provides leadership and expert information during Appeals of scores from Customer Service Representatives. Attends call monitoring Calibration meetings. Provides expertise for coaching and training opportunities with staff members. Creates and produces reports which are error free, accurate, and timely. Is fair and respectful to all employees. Meets all deadlines, and communicates the completion of work products and projects. Is compliant at all times with Aetna standards and policies. Has an excellent Attendance record.


3+ years of Customer Service, Call Center experience2+ years call monitoring experienceDemonstrates proficiency in call listening, documenting results in the system, and conveying results to the department employees. Has excellent writing and speaking skills; produces error free reports. Meets deadlines. Keeps the supervisor informed at all times. Is able to work well with people. Respectful and considerate. Adheres to established protocols.


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


Competitive pay, with shift premium, and potential for annual bonus award.

Excellent fringe benefit package, including health insurance, PTO, and educational opportunities.

Excellent working conditions and equipment.

On-site Fitness Center and cafeteria.

Free covered employee parking.

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