Job description
- Be responsible for performing assigned audits
- Focus on multiple areas of expertise or lines of business (Claims, Inquiry, Enrollment)
- Identify and document audit observations and findings
- Communicate audit issues and provide potential solutions
- Outline communications to operations when necessary
- Interact with operation representatives to influence outcomes
- Manage timelines, assignments, and work plans
- May review lower-level employee work
- May participate in corrective/preventive action planning & implementation related to audits
- May represent BSC with internal partners and/or external entities
- Works independently to manage deliverables, timelines, assignments, and work plans aligning with key projects and initiatives to improve the broker & employer experience
- Plans and facilitates meetings to raise awareness on key areas of opportunity and ensure alignment including call calibrations with department leadership and stakeholders
- Works independently to manage deliverables, timeliness assignments and work plans aligning with key projects and initiatives to improve Broker experience
- Generates reporting utilizing Verint quality assessment systems audit reports and Voice of the Customer insights to showcase results to department leadership and developing action plans for leaders following up on deliverables for accountability
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