Quality Assurance Analyst - Call Center Monitoring

About the role

The primary function of the Quality Assurance Analyst is to deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls. In addition to completing call observations, responsibilities include hosting internal/external call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned.

Responsibilities

• Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate Advocate performance based on a standard set of criteria.
• Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners/Customers by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives, etc…
• Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff
• Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services.
• Calibration Sessions: Provide support to leadership by participating and hosting internal/external client calibration sessions.
• Standard Works Support: Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing monthly evaluations, etc.

Qualifications

• Bachelor’s degree in related field, or 8 – 11 years of equivalent work experience
• 2 – 5 years of relevant experience or MA/MS degree
• General PC knowledge including Microsoft Office, Internet, and email
• Strong customer service/quality background experience
• Excellent verbal and written communication skills
• Strong prioritization skills
• Strong leadership skills with some supervisory experience preferred
• High regard for superior quality of service
• Strong analytical skills
• Ability to work independently in a fast-paced environment

Benefits

• Remote opportunities
• Competitive salaries
• Growth opportunities for promotion
• 401K with company match
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off) OR 20 days (about 3 weeks) of PTOPaid Holidays
• Employee assistance programs
• Medical, Dental, and vision coverage
• HSA/FSATelemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs

Pay

Competitive salaries

Schedule

M-F 8AM - 4PM EST