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Quality Specialist in Nashville, TN at KEPRO

Date Posted: 2/28/2019

Job Snapshot

Job Description

 Detailed Description:

Quality Specialist needed to assist with standing-up Call Center Application Processing Center for Medicaid members/applicants in Nashville, Tennessee.

  • Monitor incoming and historical calls via call recordings
  • Monitor data entry of incoming or historical PDF applications received by KEPRO via the “tasks” queue
  • Provide feedback to Customer Service Representative or Data Entry specialists in real time and/or retrospectively regarding:
  • Compliance with call scripting
  • Customer service skills
  • Call Flow
  • Data entry accuracy
  • Document and tally quality measures regarding
  • Compliance with call scripting
  • Customer service skills
  • Call Flow
  • Data entry accuracy

The ideal candidate will have:

  • 3-5 years customer service experience – preferably in a call-center environment.
  • Excellent written and verbal communication skills
  • Ability to provide feedback in a spirit of “coach to competency”
  • Strong Organizational Skills
  • Attention to detail
  • Team Player Mentality
  • Flexibility          

Mental and Physical Requirements        

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

EOE AA M/F/Vet/Disability


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