This position is responsible for managing the ongoing quality assurance and improvement initiatives for the CARES Line and ensuring compliance with program contracts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• Manage the ongoing quality assurance program for the CARES line.
• Responsible for creation and adherence to the annual Continuous Quality Improvement (CQI) plan and Performance Improvement Plan.
• Responsible for the completion of audit requirements related to compliance and quality.
• Generate reports and analyze data from systems (e.g. WFM, Authority, Five9) to support CQI.
• Conduct intra-day data analysis and work with extended leadership to ensure adequate staffing coverage to meet all Key Performance Indicators (KPIs).
• Run daily/weekly/monthly reports on key metrics related to service level agreement for inbound calls, outbound calls, MCR referrals. Provide insight into contributing factors to call center performance issues.
• Complete monthly billing reports.
• Create and distribute required and ad-hoc reports for key internal and external stakeholders.
• Work in close collaboration with CARES Leadership team for all assigned duties.
• Perform other duties as assigned.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor of Art (BA) or Bachelor of Science (BS) degree from an accredited college or university required. Master’s degree and experience with quality assurance and data analysis preferred. Relevant degrees include but are not limited to Mathematics, Information Technology, and Business. The ideal candidate is self-directed, innovative, and a strategic thinker.