Quality Assurance Tier I Program Technician
Become a part of Covered California’s Quality Assurance Unit! Your opportunity to lead quality assurance and customer service efforts in an environment of great expectations.
About the role
The Program Technician III (PT III), Quality Assurance Technician, operates under the general direction of the Quality Assurance (QA) Supervising Program Technician III (SPT III). In this role, you will review, evaluate, and monitor a broad representative sample of consumer transactions, which may include calls, chat interactions, enrollment applications, manual verifications, and the life cycle of consumer interactions for quality assurance and control purposes. Quality customer service is paramount, and PT IIIs are dedicated to ensuring accuracy of information and adherence to departmental, Federal, and State regulations, policies, and procedures.
Duties may include access to information systems containing protected enrollee information, such as federal tax information, protected health information, and personally identifying information.
Responsibilities
- Review, evaluate, and monitor consumer transactions for quality assurance and control.
- Ensure accuracy of information and adherence to regulations, policies, and procedures.
- Collaborate with team members to meet quality objectives.
- Deliver professional verbal and written communication.
Requirements
- Experience interpreting and implementing policies and procedures.
- Experience working as part of a team and collaborating with others to meet objectives.
- Experience delivering professional verbal and written communication.
- Experience in a call center or high-production environment.
- Experience working with Quality Assurance programs or guidelines is preferred but not required.
Qualifications
Minimum Qualifications for Program Technician III (PT III): View details here.
Pay
$4,329.00 - $5,425.00 per month. New state civil service employees are typically hired at the minimum of the salary range.
Benefits
Covered California provides comprehensive benefits, including:
- Healthcare
- Retirement and savings plans
- Work-life services
- Leave benefits
- Work-life balance initiatives
To learn more, visit Covered California Benefits.