Quality Analyst
Description
The Quality Analyst responsible for monitoring and reporting on the overall quality of customer interactions; making improvement recommendations; assisting and collaborating with teams on recommended changes and improving overall quality of the customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Analyze/audit member interactions (phone calls, cases, emails and internet inquiries) to identify areas of service delivery that did not meet pre-established performance standards within the service center
- Prepare standardized reports and analysis of development and training needs
- Provide structured and timely recommendations; verbal and/or written feedback to Quality and/or Client Service Manager
- Report progress on problem resolution to management
- Collaborate with management to deliver effective training
- Perform mock calls with new hires post-training to determine readiness for moving into support
- Provide feedback through targeted group coaching sessions for CSR Lead that address service quality deficiencies and/or improvement opportunities
- Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all service center teams and sites
- Use service center tools to gather data and analyze trends or patterns affecting quality
- Collaborate with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
- Flexible to assist Service Center during high call volume and peak times with member phone calls to stay current on process and knowledge, as needed
- Perform other job-related duties as assigned
REQUIRED SKILLS AND ABILITIES
- Working knowledge of MS Office Suite
- Strong attention to detail and accuracy
- A sense of urgency and ability to prioritize to meet deadlines
- Good organizational skills
- Ability to be flexible and work under pressure to meet strict deadlines in a team environment
- Must be a self-starter
- Strong interpersonal, verbal, writing and analytical skills
- Excellent attendance and punctuality are essential
- Ability to read, write and verbally communicate effectively in English
- Ability to maintain confidential and sensitive information
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION
- Some college preferred
- 2+ years of Benefits Administration, Health or Life insurance customer service, or Quality Assurance experience
- Or, any equivalent combination of education, experience, and training that proves the required knowledge, skills, and abilities will be considered
Disclaimer:
- Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time
Equal Opportunity Employer: including disability and vets