Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

A Quality Manager will be responsible for training the team, setting their priorities on performance and will be responsible in constantly coaching & motivating team members. This position will be responsible on team’s performance achievements by driving constant process improvement within the team.

Primary Responsibilities:

• Coordinates, supervises and is accountable for the daily / weekly / monthly activities of quality auditors and quality supervisors
• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Turnaround Time, Error corrections
• Coordinates work activities with supervisors, managers, departments, etc.
• Identifies and resolves operational problems using defined processes, expertise and judgment
• Provides coaching and feedback to team members, including formal corrective action
• Conducts annual performance reviews for supervisors and team members
• Provides subject matter expertise to team members
• Perform training and subject matter expert role. Coach quality auditors to guide them in completing quality audits
• Support short- and long-term operational/strategic business activities through analysis
• Develop, recommend, and implement business solutions through research and analysis of data and business processes
• Perform analysis on defect trends and conduct quality council with different departments
• Consolidate and prepare various reports/tasks across department with overall insights for the leaders to review
• Working closely with operations and Learning solutions department to meet their requirement for reporting, analysis, training needs etc.
• Drive innovation to identify opportunities and implement solutions to improve end customer experience
• Analyze and identify trends and provide feedback to reduce errors and improve processes and agent performance

*** ENGLISH PROFICIENT ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 3+ years of customer service experience analyzing and solving customer problems
• 2+ years of experience as a supervisor
• Proficiency with Windows PC applications: Microsoft Word (create and edit documents), Microsoft Excel (create, sort, and edit data in spreadsheets), Microsoft Outlook (email and calendar management), which includes the ability to navigate a computer while on the phone
• Bilingual Spanish/English

Preferred Qualifications:

• Call Center experience
• Healthcare experience
• Audit experience

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.