Quality Analyst

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

📋 Description

• Evaluate and score call samples for Call Center representatives

• Offer feedback through scorecards and mentor agents to enhance quality awareness

• Collaborate with management and trainers to pinpoint training needs

• Assess adherence to operational standards defined by contractual KPIs, CPIs, and SLAs

• Monitor audit outcomes from various sources and provide analysis on trends and suggestions for improvement

• Ensure precise and traceable audit records and documentation for both internal and external audits

• Log into the phone system monthly as an agent to manage and address client calls

• Carry out additional responsibilities that support team and organizational objectives

⛳️ Requirements

• 3–5 years of experience in Health Care Call Center or Customer Service

• High school diploma is mandatory

• Bachelor's degree is preferred

• Familiarity with Genesys and Microsoft Office applications

• Intermediate skills in Microsoft Word, including headers/footers, page formatting, templates, and step numbering

• Basic knowledge of Microsoft Excel

• Proficiency in PowerPoint

• Excellent written and verbal communication abilities

• Capacity to effectively prioritize tasks and manage workload

• Reliable internet connection is essential

• Ability to swiftly adapt in a dynamic work environment

• Self-motivated and quick to learn

• Strong collaborator with a team-oriented attitude

• Detail-oriented with robust problem-solving capabilities

• Ability to work across different time zones

• Candidates may need to complete a pre-employment criminal background check

🏝️ Benefits

• Remote work setting

• Travel may be required based on company needs

• Reasonable accommodations available for individuals with disabilities

• Commitment to equal opportunity and workforce diversity