Analyst - Member Care Quality

Essential Duties And Responsibilities

• Uses quality monitoring data management system to compile and track performance at a team, individual and department level.
• Creates weekly and monthly reports to show the number of calls scored and average scores.
• Performs root cause analysis on missed quality goals.
• Develops and recommends action plans to reduce or eliminate root cause and improve operational performance.
• Reviews Member Care Member Survey results and listens to calls associated with results scored lower than satisfied rating.
• Provides findings to Member Care leadership team and calls out to members if necessary.
• Coordinates and facilitates call calibration sessions for the Member Care Contact Center leaders.
• Stays current with relevant guidelines and policies for the Member Care Contact Center.
• Performs all job duties according to Member Care Contact Center policies and procedures.
• Affords assistance with special projects and other duties as assigned.
• Conducts all assigned job duties in a timely and productive manner.
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.

Minimum Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

• Education: High school diploma or equivalent experience.
• Experience: One to two years of call center environment and supervisory experience.
• Knowledge, Skills, And Abilities:
  • Knowledge of technology including core systems, phone systems, e-mail programs, and word processing programs.
  • Basic knowledge of relevant Computer software including Internet, Intranet, and Microsoft Word and Excel.
  • Ability to establish and maintain effective working relationships with a diverse group of people.
  • Ability to communicate effectively both verbally and in writing.
  • Exhibits strong leadership skills.
• Physical Demands: Frequent standing, walking, and sitting.