Customer Service Quality Analyst

About the role

The Quality Assurance (QA) Specialist analyzes the efficiency and effectiveness of individual case analysts by reviewing cases, emails, and recorded telephonic interactions. Evaluations focus on compliance with standardized process requirements, ensuring activity efforts align with casework expectations and outcomes. The role includes assessing soft skills in phone calls and clear communication in emails, providing concise written analysis, and offering feedback and coaching recommendations to improve program performance.

Responsibilities

• Review cases, emails, and recorded telephonic interactions for compliance with standardized processes.
• Evaluate alignment of activity efforts with casework expectations and outcomes.
• Assess soft skills in phone calls and clarity of communication in emails.
• Provide concise written analysis of reviewed work.
• Deliver feedback and coaching recommendations to improve performance.

Requirements

• Bachelor’s Degree or equivalent, or 4 years of relevant experience in lieu of degree.
• Experience following defined processes.
• Must be a US Citizen.

Qualifications (Preferred)

• Experience with CMS's 1095-A.
• Advanced proficiency with MS Office, including SharePoint, Teams, Excel, Word, and PowerPoint.
• Strong verbal and written communication skills.
• Familiarity with process improvement systems such as Lean Six Sigma, Agile, and others.
• Experience providing data that supports project decisions.
• Previous Federal Government experience.

Pay

$18–19 per hour.