Quality Analyst

Summary of Position

• Responsible for assessing the quality of performance of employees who handle calls from our existing and potential members, providers, patients and customers.
  
  
• Provide full evaluation and feedback on customer service skills and call handling to employees throughout the Call Centers across the Enterprise.
  
  
• Ensure ongoing compliance with quality and industry regulatory requirements as well as identifying and tracking performance trends and making recommendations to employees for improvement.

Principal Accountabilities

• Audit staff and delegated entities to identify and investigate trends in audit results, identify root causes, report accuracy and compliance, analyze impacts, and generate recommendations to address.
  
  
• Conduct analysis in a professional and confidential manner with a focus on the three critical quality components: technical accuracy, soft skills, and proper routing, resolution and documentation.
  
  
• Perform research and collaborate on projects as needed.
  
  
• Track issues in the quality monitoring systems or tools and analyze the results.
  
  
• Develop, continue to update, and deliver Quality Analysis training program for new team members.
  
  
• Deliver new hire auditing overview and orientation programs.
  
  
• Remain current with updates to industry standards regarding metrics relative to audit best practices, reporting trends and industry standard changes.
  
  
• Provide overviews in a team environment to educate the staff on audit results and trends; discuss team results on a regular basis.
  
  
• Perform other job-related duties as directed or required.

Qualifications

Education, Training, Licenses, Certifications

• Bachelor's Degree required; additional experience/specialized training may be considered in lieu of educational requirements

Relevant Work Experience, Knowledge, Skills, and Abilities

• 2 - 3+ years' relevant, professional work experience required
  
  

• 2 + years' experience with Quality auditing required

• Customer Service / Call Center experience preferred
  
  
• Excellent analytical and problem-solving skills required
  
  
• Thorough understanding of systems and policies and procedures required
  
  
• Proficient with MS Office (Word, Excel, Outlook, Power Point) required
  
  
• Strong communication skills (verbal, written, presentation, interpersonal) required
  
  
• Attention to detail; organizational and time management skills; analytical and problem-solving skills required
  
  
• Proven ability to successfully manage multiple tasks/projects with competing priorities and deadlines required
  
  
• Ability to adapt to changes in workflow, projects, tasks, environments, procedures, etc. required

• Requisition ID: 1000003128
• Hiring Range: $48,600-$83,160