Job Description

Summary

The CX Associate Professional Quality is responsible for monitoring and evaluating voice and non-voice interactions (accuracy, compliance, and experience). This role supports our commitment to delivering exceptional member and provider experience and the assurance of accurate, and compliant work through measurement and analysis of calls, transactions, and related business processes. Responsibilities include conducting daily reviews and audits to ensure adherence to client, company, and regulatory standards, policies and procedures. You may contribute to planning, execution, and delivery of quality initiatives. By partnering with centralized and account teams, your work will enhance employee, member, and client experiences to help achieve organizational goals.

Your role in our mission

• Provide quality assurance and analysis of Provider Enrollment applications to ensure compliance with Federal and State policies and guidelines.
• Meet established production and quality standards while processing and supporting complex provider enrollment requirements.
• Participate in and, when needed, facilitate calibration sessions and stakeholder engagement meetings to ensure consistency and alignment.
• Identify, escalate, and support the resolution of quality issues, coaching opportunities, and process improvement needs.
• Use data-driven insights, automation, and industry best practices to recommend process and policy improvements and increase QA efficiency and effectiveness.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience, including two or more years of quality assurance (QA principles and methodologies, or subject matter expertise of areas to be evaluated).
• Minimum of 3 years working in Provider Enrollment and/or Credentialing required, 5 years of experience preferred.
• Demonstrated ability to collaborate with team members across multiple areas.
• Proficiency in Microsoft Office Suite and Sharepoint, with familiarity in contact center and back-office quality platforms (CXOne, Verint, etc.).
• Strong written and verbal communication skills, with proven ability to work effectively with diverse teams.

What you should expect in this role

• Strong organizational and time management skills.
• Skilled at working independently and collaboratively.
• Demonstrated adaptability to change and continuous improvement.
• Remote positions employees' Broadband Internet connections should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.
• Remote role – required to have a home office or room with a door to separate from anyone in the house. Hours are 8am-5pm punctuality is a must.

The deadline to submit applications for this posting is 11/30/2026.

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