About ThrivePass
We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights. ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
About The Role
The Quality Control & Audit (QC&A) Specialist is integral to our teams. This role collaborates with leadership, customer support and processing to ensure accurate information and customer satisfaction. The QC&A Specialists assist with audits of client and member interactions and ongoing operational processing including call review, claim and ticket processing. This role reports to the Director of operations for the Lifestyle and Tuition Benefits.
Responsibilities
- Consistently hit quarterly Big 3 goals while embodying our CARE values
- Clearly articulate and communicate with internal and external stakeholders
- Provide stellar customer service in every interaction
- Follow the operational and compliance standards required under each of the departments
- Validate accuracy of the information communicated or process while adhering to the standards of customer service
- Build upon and adjust process standards and customer service standards as needed
- Maintain accurate records including root cause and corrective actions of audit.
- Maintain relevant KPI data for each operations team
- Collaborate across teams to identify and support execution on individual and team improvements.
- Coaching and Development:
- Provide team members with constructive feedback, guidance and coaching
- Provide actionable feedback to operations leaders related to individual and team performance to be used for coaching and development.
- Identify training needs and act to ensure company-wide compliance
- Process review and reengineering:
- Analyze CSAT, KPIs to identify and recommend enhancement opportunities (e.g. training, process review, etc.)
- Review procedures and recommend changes to ensure quality and accuracy
- Support process mapping and optimization review
- Identify and implement standardized audits and controls across critical business processes not already identified for audit.
- Collaborate with leaders across the organization to define and develop future standard processes and procedures for the company
- Current Departmental Scope: COBRA, Pre-Tax, Lifestyle, Tuition benefits and Financial Operations
Requirements
- Minimum 2 years of QA experience
- Familiarity with business process improvement and quality assurance systems (e.g Six Sigma, workflow optimization)
- Working knowledge of pre-tax spending accounts and COBRA regulations
- In-depth knowledge of quality management system (QMS) procedures
- Outstanding problem-solving and decision-making skills
- Excellent verbal and writing skills
- Strong analytical and organizational skills
- Bachelor’s degree in quality assurance or related field (Equivalent work experience in quality assurance will be considered in lieu of a degree)
- Working knowledge of Microsoft Word and Excel
- Ability to understand how to utilize technology
- Quick learner and detailed oriented
- Strong communication skills, complemented by both excellent verbal and written communication customer-centric with a strong desire to help people; highly empathetic
- Positive attitude
- Takes initiative to uncover/develop solutions before escalating issues
- Ability to take on new projects and easily transition between tasks
- Team player who is receptive to coaching and adaptive to change
- Desire to excel and grow each day
- Ability to work in a remote environment
Salary Offered
$50,000 - $60,000/annually
Benefits Offered
Portfolio Link
To be considered for the position, please include your portfolio link in the email when submitting your application.
Additional Information
ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.
