Quality Assurance Associate Auditor, DentaQuest

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Location: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.

At Sun Life, we look for optimistic people who want to make life brighter for ourClients.We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work.Every day,you'll be empowered and challengedbyworking withdynamic colleaguesto find new and innovative ways to make Sun Life the best benefits company in America.

The opportunity:

The Quality Assurance Associate Auditor performs quality monitoring of live and/or recorded calls to ensure department quality objectives are achieved with the established frequency of audits. Skills of each Customer Service Representative will be evaluated against established phone quality metrics, which include but are not limited to, accuracy of information provided, tone of each representative, effective call management and demonstrated professionalism.

How you will contribute:

• Monitor call quality using assessment tools; score and document results for each monitored call.
• Identify prevalent trends and recommend immediate resolution techniques to management.
• Provide quality feedback to representatives and to Customer Service Supervisors.
• Identify additional training needs based on review and evaluation of quality monitoring results.
• Adhere to Interrater Reliability principles to ensure the audit results generated meet the accepted criteria by quantitatively defining the degree of agreement between two or more auditors.
• Share ideas/recommendations for process improvements for monitoring and training with management team.
• Develop and coordinate the implementation of systems, procedures and forms to improve data collection.
• Assist in the development of action plans to address quality deficiencies.
• Develop and update quality templates with current review elements.

What you will bring with you:

• Two to four year College Degree in Finance or Healthcare preferred; High School diploma/GED Required.
• Two or more years of Customer Service experience in health care industry, preferably in an auditing role.
• Strong customer service business, operational and procedural knowledge.
• Spanish speaking skills preferred.
• Ability to identify prevalent adverse performance trends and recommend resolution techniques to management.
• Maintain a comprehensive working knowledge of policies and procedures across all product lines. Ability to make sound decisions.
• Ability to examine and solve problems.
• Strong written and oral communication skills.
• Proven reasoning and reasoning skills that apply methods of consistency, validity, soundness and completeness.
• In depth knowledge of Windward a plus.
• Strong computer skills. Intermediate to Advanced knowledge of Microsoft Excel, Access and Word required.
• Ability to work overtime as needed or required.

Do you see yourself in this role even if you haven't checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!

Life is brighter when you work at Sun Life

• Excellent benefits and wellness programs to support the three pillars of your well-being - mental, physical and financial - including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Great Place to Work Certified in Canada and the U.S.
• Named as a "Top 10" employer by the Boston Globe's "Top Places to Work" two years running

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Salary Range: $54,000 - 72,900

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive awarded based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.comto request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran