Quality Assurance Supervisor - Coaching and Training

This is a hands-on leadership role supervising a team of 12 that includes customer service coaches, trainers, and staff development specialists who support call centers and claims processors for both Major Group and State Health Plan. In this role you will collaborate with Operations leaders and use data (post-training and customer satisfaction feedback, call handling metrics, QA scores) to drive coaching, training, and process improvements.

Responsibilities include creating and updating training materials, implementing coaching plans, facilitating call calibration sessions, conducting training observations, and preparing trend analysis reports.

This leadership role directly shapes the quality of service our members receive. By using data to inform coaching and training, you'll help ensure exceptional customer experiences, compliance, and the overall success of our operations. Collaboration, trend identification, and solution implementation are key to maintaining our goal of a high-performing, customer-focused culture.

Logistics:

This position is full-time (40 hours/week, 8 hours/day), Monday - Friday, and is located at 4101 Percival Road in Columbia, SC. The role is primarily on-site to support team engagement and collaboration. After successful completion of training and demonstration of performance standards, there may be an opportunity to work remotely one to two days per week outside of peak season.

What You'll Do:

• Supervise staff in conducting timely quality control audits for one or more of the following functions: claims, customer service inquiries, membership, coordination of benefits, refunds, billing, etc.

• May also supervise staff in completing special projects including system changes. Mediate and negotiate staff conflicts, make hiring, disciplinary and performance decisions and set department goals or standards.

• Determine training priorities and coordinate internal training activities as needed. Identify and recommend procedural enhancements to improve quality and minimize financial loss to the corporation.

• Prepare and review reports and analyses providing interpretation of production and quality standards.

• Maintain and update desk procedures to ensure quality and minimize processing errors.

To Qualify for This Position, You'll Need:

Required Education:

• A Bachelor's degree.

• Degree Equivalency: 4 years of job-related work experience OR an Associate's degree AND 2 years of job-related work experience.

Required Work Experience:

• 3-years of experience performing quality audits, including 1-year of related claims processing, customer service, auditing, training, analysis or operations experience.

Required Skills and Abilities:

• Experience conducting audits.

• Experience preparing summary reports.

• The ability to demonstrate strong proficiency in math.

• The ability to maintain quality improvement processes.

• The ability to write reports of audit findings.

Required Software and Tools:

• Microsoft Office.

We Prefer You to Have:

• Experience working in or supervising teams within a call center, especially in customer service or claims operations.

• Familiarity with the health insurance industry, including claims processing or member/provider support.

• Background in customer service, with a focus on delivering positive member experiences.

• Experience developing and delivering training or coaching programs for call center or customer service staff.

• Ability to analyze and use data (such as customer satisfaction, call metrics, or QA scores) to inform coaching and training.

• Strong collaboration and communication skills, with experience working across teams and supporting a positive team culture.

What Blue Can Do for You:

Our comprehensive benefits package includes:

• 401(k) retirement savings plan with company match.

• Subsidized health plans and free vision coverage.

• Life insurance.

• Paid annual leave - the longer you work here, the more you earn.

• Nine paid holidays.

• On-site cafeterias and fitness centers in major locations.

• Wellness programs and a healthy lifestyle premium discount.

• Tuition assistance.

• Service recognition.

What to Expect Next:

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilitiesand protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.comor call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

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