Call Quality Audit Specialist (Join a new team!)

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.

Prescription Solutions is the pharmacy and medical management unit of PacifiCare Health Systems, which is now part of a UnitedHealth Group company. We are expanding on the success of innovative benefit programs designed to improve outcomes and control costs. Join us for that rare combination of realizing outstanding career potential with a healthy business that is focused on improving the lives of others.



We are seeking a customer-focused professional with excellent communication skills to join a relatively new team in our Overland Park, KS office. Since it is still early in our process development, this position offers the chance to shape the growth of this project along with visibility and growth potential in a Fortune 100 Company. The job entails auditing inbound customer service calls for quality improvements and call calibration.



Key responsibilities include:


Auditing prerecorded customer service calls for compliance with standards and policies


Reporting periodically on productivity and trends


Overseeing call calibration, making recommendations for rectifying negative trends
Helping with new hire orientations

Job Requirements:

The job requires experience working in a team environment and basic computer proficiency. We prefer a call center background, as well as experience auditing for quality, particularly using Witness or another employee monitoring system. A training or supervisory background, or experience making presentations to management is also preferred. Pharmaceutical industry experience is a plus. If you meet these criteria, and you are an outgoing analytical thinker, you could be a great fit for this dynamic position.



UnitedHealth Group offers a full range of comprehensive benefits, including medical, dental and vision, as well as a matching 401k and an employee stock purchase plan.



If you are interested in growing professionally within an innovative, highly respected organization, we invite you to explore this excellent growth opportunity!



Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.



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