Quality Assurance Manager - (Astoria, NY)

PURPOSE OF THE POSITION: The purpose of the position is to ensure that all functions of Customer Service operate with optimal quality. The position also ensures consistent delivery of service by developing and enforcing calibration to quality systems; validating processes; providing documentation; developing and supporting training and ensuring standards are met internally and externally. GOALS AND KEY FUNCTIONS: Monitor Customer Service Representative/Advocate interactions with members/providers on a scheduled basis to ensure accuracy of details, policy adherence, thoroughness of presentation and other aspects of quality. Perform audits on a consistent basis and provide recommendations of existing and new workflows required to