TPUSA | Supervisor | Remote (External)

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Your Responsibilities

• Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard
• Perform random checks on previously scored calls and review against client provided standard for analyst coaching and development
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
• Provide coaching feedback in coordination with QA Manager to site management on call monitoring analyses of agent call data
• Meet individual daily and weekly call monitoring quotas
• Complete phone time based on schedule as defined by QA management
• Accurately compile, distribute, and analyze daily, weekly and monthly QA reports by set deadlines as defined by QA manager
• Complete all work assignments within deadlines given
• Attend TP and client meetings and functions as assigned
• Maintain a set work schedule allowing for flexibility based on business needs
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Participate in any new policy training to ensure all policies are understood
• Support management teams with representative quality execution
• Support management teams in calibration session
• Support new hire quality training and transition
• Ensure all QA Analyst reporting and communication requirements are met
• Perform other duties as assigned by supervisor or other members of management
• Perform all tasks assigned

Required Skills

• Must be open to work all hours: Open Availability
• Must have availability to work various shifts influenced by current business needs
• Some Leadership experience preferred, but not required
• Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
• Requires solid organizational, administrative, leadership and time management skills
• Able to demonstrate personal ownership of tasks and follow through to obtain desired results
• Must have a keen sense of attention to detail, taking the initiative
• Must be enthusiastic and comfortable speaking in front of large groups of people
• Patience with various types of learners
• Skilled in determining why and how tasks should be handled to effective completion
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
• Excellent written and verbal communication skills
• Perfect Attendance
• Must have extensive revenue cycle management experience (Pre-registration, Prior Authorization, AR - Denial and Patient financial contact center)

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer