Quality Assurance Analyst

Job Summary


The Quality Assurance Analyst team member is responsible for assessing the quality and accuracy of agent interactions in processing work on behalf of Veterans healthcare. The analyst is responsible for assessing agent's customer service interactions with Veterans and active Military including the management of call flow, compliance with policies and procedures, and adhering to the CLASS customer service model. The individual will assist in developing and implementing quality processes and improvements; as well as making recommendations for enhancements to training materials as needed to improve customer experience and quality.

Education & Experience

Required:

• High School diploma or equivalent
• 2 years of experience in call center quality, analysis, health care experience or previous TriWest production experience
• Experience using Microsoft Word, Excel, PowerPoint, and Outlook
• Must have intermediate skills with Excel
• Working knowledge of medical terminology

Preferred:

• Demonstrated experience writing effective and clear feedback

Key Responsibilities


• Utilize evaluation criteria to perform quality monitoring of customer interactions to ensure staff are providing a high level of customer service and are adhering to regulations and policies/procedures.
• Deliver comprehensive feedback and coaching to staff highlighting strengths, areas for improvement and recommendations for maximizing the quality of their performance.
• Foster a positive and productive working environment while developing and maintaining an organization with a passion for excellence, compliance, and ongoing quality improvement.
• Accountable for staying current on knowledge database and quality policies and procedures.
• Collaborates with leadership and training to identify the root cause of errors and provide insight from monitoring and analytics to improve training and operations.
• Actively participate in calibration sessions to maintain consistency and reduce variation in audits.
• Strong attention to detail and the ability to identify nuances, patterns, and areas for improvement within customer interactions.
• Regular and reliable attendance.

Competencies

Communication / People Skills: Exceptional written and verbal communication skills to provide clear, concise and constructive feedback to agents. Ability to professionally interact with others. Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Knowledge of Quality Assurance programs, tools and methodologies in a contact center environment and proficient with records maintenance.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required. Adapts easily to changing priorities communicated by leadership.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Strong teamwork and collaboration skills to work effectively with others, including supporting the onboarding needs of new team members.

Working Conditions

Working Conditions:

• Availability to work some non-regular hours as required
• Works in a standard office environment or remotely
• Extensive computer work with prolonged sitting


Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?


Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.


Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.