Growth Quality Assurance Analyst

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee and evaluate both inbound and outbound calls to ensure compliance with quality standards, policies, and procedures.

• Assess patient interactions and complete evaluations that capture agent performance, communication skills, product knowledge, and problem-solving abilities.

• Apply scorecard guidelines to consistently and objectively categorize interactions.

• Evaluate quality and compliance through both verbal and written communications.

• Identify areas for improvement and knowledge gaps, offering trends and insights to team leaders.

• Detect call-quality trends and patterns, creating strategies to resolve issues.

• Become a subject matter expert in the onboarding process for new patients, from referral through to completed assessment.

• Ensure the accuracy of verbal communications with patients and the information recorded in systems.

• Meet management-defined performance metrics, which include required call reviews for each team member.

• Monitor and assess referral partners and campaigns.

• Keep detailed records of quality assessments and performance, and prepare reports accordingly.

• Participate in new-hire training sessions to instruct employees on the quality process.

• Provide timely and constructive feedback to call center agents and supervisors.

• Work collaboratively with Training to suggest coaching and development opportunities.

• Assist with call scripts, quality scorecards, and evaluation metrics.

• Engage in calibration sessions to ensure consistent evaluations.

• Support ongoing continuous improvement initiatives within the call center.

• Maintain open lines of communication with management.

• Uphold AnewHealth’s Core Values and perform other assigned duties.

⛳️ Requirements

• High school diploma or GED equivalent is required.

• Minimum of 1 year of experience in pharmacy, health care, social work, compliance, quality assurance, or related fields.

• Familiarity with call center operations, KPIs, and performance metrics is essential.

• Proficient in using call monitoring systems and quality tracking tools.

• Excellent listening and written communication skills are necessary.

• Working knowledge of the Microsoft Office suite is required.

• Ability to meet deadlines for assignments and special projects.

• Capability to work independently with minimal supervision.

• Strong oral, written, facilitation, presentation, and collaboration skills.

• Process-oriented with a keen attention to detail.

• Ability to assist others in achieving success and work effectively as part of a team.

• Competence in providing constructive feedback positively and supportively.

• Strong organizational skills and the ability to multitask in a fast-paced environment.

• Understanding of customer service best practices is important.

• Strong analytical skills and attention to detail are necessary.

• Previous experience in a call center or customer service role focused on quality assurance is preferred, ideally 1-2 years.

• Experience with CRM systems and call center software is preferred.

• Proficiency in English and Spanish is a plus but not mandatory.

• Must be eligible to work in the United States.

• Availability to work extended hours as needed.

• Must be available outside normal business hours on an ad-hoc basis.

• Expected to work an average of 40 hours per week.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Flexible spending options.

• Company-paid life insurance.

• Short-term disability coverage.

• Voluntary benefits available.

• 401(k) retirement plan.

• Paid Time Off (PTO).

• Paid holidays.

• Remote work position.

• Commitment to equal employment opportunities in an inclusive environment.