Customer Experience QA Auditor II - Elevate Member Care

L.A. Care; Northern, Los Angeles (KY, CA); Hybrid; USD 55,000 - 83,000; Full time

Benefits offered by this job

PTO

Tuition Reimbursement

Retirement Plans

Medical, Dental and Vision

Wellness Program

Job summary

L.A. Care Health Plan is seeking a Customer Engagement and Experience Quality Assurance Auditor II to monitor the Contact Center’s quality performance and drive improvements.

You will analyze results, identify opportunities, and create action plans in collaboration with QA leadership. Responsibilities include developing training materials, supporting onboarding, and coaching across departments to ensure regulatory and internal standards are met.

Qualifications

• Requires 2+ years QA experience or 4+ years CC experience in healthcare/insurances.
• Knowledge of Medi-Cal, Medicare, and Covered California is desirable.
• Strong documentation and reporting skills.

Responsibilities

• Monitor and influence Contact Center quality performance across CE&E.
• Analyze quality results to identify process improvements and staff development needs.
• Develop performance reports and action plans for QA management.

Skills

Verbal communication

Written communication

Analytical skills

Technical skills

MS Office

Coaching ability

CRM knowledge

AEVS knowledge

Education

Associate's Degree

Tools

CRM

AEVS

Job description

L.A. Care Health Plan is seeking a Customer Engagement and Experience Quality Assurance Auditor II to monitor the Contact Center’s quality performance and drive improvements.

You will analyze results, identify opportunities, and create action plans in collaboration with QA leadership. Responsibilities include developing training materials, supporting onboarding, and coaching across departments to ensure regulatory and internal standards are met.