Job Title: Quality Analyst
Department: Customer Service
Supervisor: Manager, Customer Service Operations
Summary
The Customer Service Quality Analyst will be responsible for providing recommendations on ways to improve productivity and customer satisfaction levels through monitoring of tools and call recordings. Using various data such as quality audits, customer satisfaction reports, and surveys, call recordings, and AI capabilities, the Quality Analyst needs to be able to develop and aide in the implementation of strategies and techniques to enhance the Customer Service department’s effectiveness.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
-
Monitors and evaluates inbound and outbound interaction quality including listening for procedural compliance and regulatory requirements.
- Tracks issues in the quality monitoring systems or tools and analyzes the results.
-
Provides feedback and coaching to improve performance and collaborates with the training team on defined opportunities.
-
Listen to ensure that correct and complete information is being provided to the customer.
-
Perform routine quality audits, reviews and monitoring across Customer Service agent functions to ensure quality standards, procedures, and methodologies are being followed.
- Perform review of agent documentation within system of record to validate accuracy, omission of relevant information, etc.
-
Adheres to Operations leadership or designee’s vision and goals for the QA process and works together to coordinate action plans.
-
Subject matter expert on the technology used for quality auditing and AI.
- Maintains subject matter expertise in all facets of the customer service process through training and documentation review including ongoing queue engagement as necessary.
-
Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures.
-
Continuous development of evaluation processes allowing us to evolve with the industry.
- . Compile data and generate reports on an individual agent and aggregate basis for all quality performance measures.
-
Document findings of analysis and prepares recommendations for implementation of new systems, procedures, or organizational changes as necessary.
-
Ability to work from home with appropriate internet access and a quiet and private workspace.
-
Perform other duties as assigned.
Candidate Qualifications
Education-
Education: Bachelor’s Degree in a health care, pharmacy or business-related field is required
-
Licenses/Certification: (None)
Skills
-
Bilingual – English and Spanish
-
Four (4) years of customer service experience in a call center required; Experience in a health plan or pharmacy call center as Quality Analyst is preferred.
-
Ability to multitask in a fast-paced environment and assist the queue to meet business needs.
-
Proficient computer skills, specifically with Microsoft Office and Windows.
-
Must have a service-oriented mindset and be capable of making members feel valued.
-
Exemplify strong organizational skills.
-
Self-motivated teammate with strong attention to detail
-
Possess a positive attitude and be willing to work as part of a team.
- Acute analytical and research abilities to triage issues and offer solution options.
-
Must have a strong work ethic and a sense of responsibility to other team members and external stakeholders to meet all needs represented by a robust sense of accountability.
-
Flexible to work evenings, weekends and/or holidays.
-
Adaptable and a quick learner, willing to change to meet business needs.
