Customer Experience QA Specialist II

L.A. Care Health Plan; Los Angeles (CA); On-site; USD 55,000 - 83,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Tuition Reimbursement

Retirement Plans

Medical, Dental and Vision

Wellness Program

Volunteer Time Off (VTO)

Job summary

L.A. Care Health Plan in Los Angeles is seeking a QA Auditor II for the Customer Engagement and Experience team. You will monitor quality performance across the contact center, analyze results, and recommend improvements.

You will also support staff training and help develop QA tools and procedures to raise overall customer experience. Ideal candidates have 2+ years in QA or 4+ years in healthcare contact centers, with knowledge of Medi-Cal, Medicare, and Covered California.

Qualifications

• High School Diploma or equivalent required; an Associate degree is preferred.
• Minimum 2 years quality assurance experience in healthcare or 4+ years in healthcare contact centers.
• Knowledge of Medi-Cal, Medicare and Covered California.

Responsibilities

• Audit regulatory and quality requirements across CE&E verticals.
• Monitor call center performance against KPIs and identify trends.
• Review audits and prepare corrective action plans (CAP).
• Develop desk level procedures and training materials.
• Support training for new hires and ongoing QA initiatives.

Skills

Verbal and written communication

Analytical skills

Attention to detail

MS Office proficiency

Coaching and training

CRM / AEVS knowledge

Research skills

Education

High School Diploma or HSE

Associate's Degree preferred

Tools

CRM

AEVS

Job description

L.A. Care Health Plan in Los Angeles is seeking a QA Auditor II for the Customer Engagement and Experience team. You will monitor quality performance across the contact center, analyze results, and recommend improvements.

You will also support staff training and help develop QA tools and procedures to raise overall customer experience. Ideal candidates have 2+ years in QA or 4+ years in healthcare contact centers, with knowledge of Medi-Cal, Medicare, and Covered California.