Quality Insight Analyst

Quality Assurance & Business Insights Indianapolis, Indiana


Description

Quality Insight Analyst

JOB PURPOSE

The Quality Insights Analyst contributes to HighPoint by ensuring that customer service representatives (CSRs) are performing according to client standards/requirements with the understanding and reporting of consumer sentiment. Identification of opportunities for process improvement areas in Agent and Program performance that may include additional training, changes to existing training and/or enhancements in scripting.

EDUCATION AND YEARS OF EXPERIENCE

  • Associates Degree from a two-year college or university and one to two years related experience and/or training; or equivalent combination of education and experience.
  • Prior Healthcare and/or Call Center experience is preferred.
  • Verint experience a plus

KNOWLEDGE AND SKILLS REQUIREMENTS

  • Ability to identify use of written and spoken grammar.
  • Ability to listen to communicate complex and technical answers clearly and concisely, adjusting language and terminology to the needs of the audience.
  • Ability to write routine reports and correspondence and provide effective quality feedback.
  • Ability to effectively present information to top management, vendors, colleagues, public forum and the client.
  • Knowledge of and ability to use Microsoft Office software.
  • Ability to read and interpret documents such as safety rules, instructions, and procedure manuals.
  • Skilled at exhibiting a professional demeanor in communicating via telephone.

JOB RESPONSIBILITIES

  • Monitor Medicare and/or Marketplace phone calls, email, web chats, written correspondence, etc., of the CSRs for the purpose of ensuring compliance to established processes
  • Score the quality of Medicare and Marketplace phone calls, email, web chats, written correspondence, etc., based on defined criteria.
  • Provide clear, detailed, and constructive responses to the feedback from CSRs.
  • Provide supplemental information on consumer sentiment and customer experience indicators.
  • Escalate feedback that is received to the proper Subject Matter Expert for resolution.
  • Read and review communication script updates as they become available in NGD.
  • Identify trends through the quality reviews that could translate to the need for additional training for the CSRs, changes to existing training, or impact customer satisfaction.
  • Participate in calibration meetings for the purpose of establishing and maintaining scoring and feedback consistencies among the Quality Analysts.
  • Ability to read and interpret documents including reports, call scripts, call quality scorecards, and procedure manuals.
  • Must be able to read and understand complex terms, rate plans and healthcare information.
  • Other duties as assigned.
  • Travel: Up to 10%.

ABOUT HIGHPOINT:

HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers.  We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice. 

HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.

At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.

HighPoint is privately held with 300 passionate employees across offices and locations in Indianapolis, Indiana; Baltimore, Maryland; and Reston and Herndon, Virginia.

#DI

HighPoint Digital, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, sexual orientation, age, religion, national or ethnic origin, disability or veteran status.

HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.