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  • Guaynabo, 00968

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Customer Care Associate IV, Quality

Conduent, Inc. • Guaynabo,

Posted 22 days ago

Job Snapshot

Full-Time
Other Great Industries
Customer Service, Nurse, QA - Quality Control, Health Care

Job Description



Overview

As a team member in our Customer Care business, you’ll focus on building trust with our clients. Depending on your role, you could be helping customers directly through voice and chat, training tomorrow’s leaders, or leading the way to ensure our centers run more smoothly. At Conduent, we give our employees the opportunity to further develop their interpersonal communication skills and push boundaries of collaborative thinking.

  • Full Time
  • Entry Level Customer Service
  • Benefits Included


Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

  • Communicator 9
  • Problem-Solver 9
  • Personable 8
  • Compassionate 7
  • Multi-Tasker 6
  • Creative 5
Traits are on a scale of 1 to 10

Addtional Traits

  • Trustworthy
  • Collaborative
  • Consistent
  • Efficient
  • Independent
  • Organized
  • Team Player


Rewards

  • Healthcare
  • Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

  • Varying Schedules
  • Collaboration
  • Department learning opportunities and company-wide digital knowledge share.

  • Company Discounts
  • Professional Development
  • Conduent offers programs to help advance the careers of our employees.



Responsibilities

Description
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

Purpose:
•Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.  Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.  

•Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.
•The purpose of this role is to monitor customer service interactions as well as representative adherence to policy / practice as input for training purposes.  Role works independently exercising appropriate business judgment and problem solving skills.

Scope:
General:
•Senior level job with extensive work experience
•Has developed expertise in a variety of work processes through job-related training
•Generates new and innovative solutions to complex problems, and proposes improvements to processes
•Analyzes complex technical problems and delivers solutions where precedent may not exist
•Works autonomously within established procedures and practices
•May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules
•A portion of time is normally spent performing individual tasks relation to the unit or sub-unit
•Will have specialized external certification (technical roles)

Primary Responsibilities:
•Conducts audits and reviews/analyzes data and documentation
•Uses the organization's resources to enhance customer satisfaction
•Evaluates improvements to various systems
•Ensures that data and information are sufficiently accurate and reliable
•Participates in design of call monitoring formats and quality standards
•Performs call monitoring and provides trend data to site management team.
•Uses quality monitoring data management system to compile and track performance at team and individual level.
•Monitors email customer contacts.
•Participates in customer and client listening programs to identify customer needs and expectations.
•Provides actionable data to various internal support groups as needed.
•Coordinates and facilitates call calibration sessions for call center staff.
•Provides feedback to call center team leaders and managers.
•Prepares and analyzes internal and external quality reports for management staff review.
•All other duties as assigned

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the 'Submit' button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

Job ID: 19010085
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