Customer Solution Liaison - Ombudsman Services for Voice of The Consumer
$62,400–$68,640 year
On-site · Washington, District of Columbia, United States
Job Summary
As the Quality Assurance Analyst in the Customer Solutions Group, you will advocate for the Member in an Ombudsman capacity by providing a high-touch consumer experience, responding to complex and escalated inquiries via email, written correspondence, telephone, social, and chat. You will liaise between members and providers, analyze data to drive continuous improvement across product and service offerings, and maintain knowledge management systems. Collaboration with Account Development Managers and Product Managers to identify consumer pain points and share insights to improve the overall consumer experience is required. In-office environment in Washington, DC.
Required Qualifications
- Completion of an Associate’s degree and experience in a dedicated customer service/ communications environment or equivalent combination of minimum two years specialized training / experience.
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