Quality Assurance Analyst – Call Center Monitoring

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

📋 Description

• Assess incoming and outgoing communications from patients, providers, and clients, evaluating Advocate performance against established criteria.

• Offer onsite leadership support to Quality Representatives and Business Partners/Customers by delivering floor assistance, addressing inquiries, fulfilling leadership requests, and presenting quality programs and initiatives.

• Conduct weekly and monthly trend analysis for Management staff.

• Engage in or lead projects aimed at enhancing quality and expanding services.

• Support leadership by participating in and facilitating internal and external client calibration sessions.

• Additional responsibilities include, but are not limited to, answering phone calls, reviewing Source and emails, attending training sessions, and distributing monthly evaluations.

• Willingness to travel as necessary.

• Actively engage in both in-person and virtual meetings/events, whether internal or external.

⛳️ Requirements

• Bachelor’s degree in a relevant field, or 8 to 11 years of equivalent professional experience.

• 2 to 5 years of pertinent experience, or a Master's degree (MA/MS).

• General proficiency in PC applications, including Microsoft Office, the Internet, and email.

• Strong background in customer service and quality assurance.

• Exceptional verbal and written communication skills.

• Strong ability to prioritize tasks effectively.

• Proven leadership capabilities, with some supervisory experience preferred.

• High commitment to delivering superior quality of service.

• Strong analytical abilities.

• Capacity to work independently in a dynamic, fast-paced environment.

🏝️ Benefits

• Remote work options available.

• Competitive salary packages.

• Opportunities for career advancement and promotion.

• 401K plan with company matching*

• Tuition reimbursement programs.

• Flexible working environment.

• Discretionary Paid Time Off (PTO) OR 20 days (approximately 3 weeks) of PTO.

• Paid holidays offered.

• Employee assistance programs available.

• Comprehensive medical, dental, and vision insurance coverage.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Telemedicine services (virtual doctor appointments).

• Wellness initiatives.

• Adoption assistance programs.

• Short-term and long-term disability coverage.

• Life insurance options.

• Discount programs for employees.