Fresno, California

Job Description
Monitors and evaluates the quality and handling of inbound calls, outbound calls and/ or correspondence, and documents quality and productivity issues and performance measures for management review. Provides information to assist in the feedback and formal education process of call center staff. Coaches customer service staff on work procedures including but not limited to proper call handling and maintaining call quality standards;
Provides on-going feedback and acts as subject matter expert in addressing procedural issues. Conducts audits ensuring compliance with performance standards and superior outcomes (e.g., quality, accuracy and timeliness);Performs mandatory call monitoring, Utilizes available software/hardware applications promoting “reinforcement coaching” for staff, Identifies developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential service delivery problems (e.g., quality increasing management controls, tightening procedures or addressing training needs, etc.)Reports on performance results and may provide support to supervisors in the development of action plans for staff and unit effectiveness;
If required, provides training to call center staff in support of these efforts.
If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by customer service and/or supervisory staff.
Performs effective service recovery and provider education, Monitors the participation and completion of Web-based training for call center staff and completes appropriate follow-up with supervisors through local quality reviews and effective time management of call activity, works to improve the rate of first call response, provides technical and subject matter expertise relative to policies, procedures, and customer service applications/systems tools

Required Qualifications
Demonstrated analytical and problem-solving skills.

Preferred Qualifications
Please review required qualifications above

Associate's degree or equivalent experience

Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. See Job Description

Fresno, California

Continue serving and work with a purpose

As a CVS Health colleague, you'll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone's life, including your own. Learn more about how you can continue serving on your next mission at CVS Health.

Careers for Veterans and Military Spouses


"The military has an ethos that is grounded in purpose-driven service that’s bigger than the individual. The same holds true for us at CVS Health. You can talk to colleagues in any part of our business and they will be able to articulate our company’s purpose. Working here provides an opportunity for service members and military spouses to continue to serve, just in a civvies."

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