THIS IS NOT AN IT QA POSITION!!!!

Call Center Quality Assurance Analyst- Full time within call center

Hours 8am-5pm M-F and during open enrollment - 8am to 7pm M-F

POSITION SUMMARY: Responsible for and conducts quality assurance audits of enrollment activities and call center calls to assure compliance with regulatory and contractual requirements. Prepares enrollment activity reports for client and for Site Manager as specified and conducts analysis of the data for trends, opportunities and obstacles.

ESSENTIAL FUNCTIONS

Duties and Responsibilities

• Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures.
• Conduct call monitoring sessions to ensure workers are performing in accordance with established quality and performance standards.
• Provide feedback on call monitoring results.
• Evaluate recorded and/or transcribed interactions of a complex nature between the caller/chatter/correspondent and the worker and provide appropriate context of ratings.
• Works on assignments that are semi- routine in nature but recognizes the need for occasional deviation from accepted practice.
• Provides Quality Assurance (QA) feedback to CSR’s and conducts quality standards reviews and training as needed. Coaching CSRs as needed based on QA findings.

Job Specification

• Scope: Receives assignments in the form of objectives and determines how to use resources to meet schedule and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).
• Job Complexity: Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements, may have budget responsibilities.
• Direction: Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization.
• Interaction: Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, customers and the company. Often must lead a cooperative effort among members of a project team.

Knowledge, Skills and Abilities

• Large-project management skills
• Strong knowledge of health care, managed care, and Medicaid
• Ability to help develop and be solely responsible for implementing the tactical operating plan with limited assistance required
• Must be able to implement metrics-driven plans and make tactical adjustments as necessary with limited assistance.
• Ability to analyze key data and create actionable tactics required.
• Ability to identify, adjust, and implement identified best practices required.
• Ability to manage and maintain a high-performance team that models the principles and values of the company with little assistance required.
• Must be able to maintain strong working relationship with client operations peer.
• Must be able to communicate effectively and professionally, verbally and in writing, to all segments of the population

QUALIFICATIONS

Required Education:

GED/High School Diploma

Preferred Education:

BA in Health and Human Services

Required Experience:

▪ A minimum of two (2) years of programmatic experience

▪ 1-2 Experience working in a call center

1-2 years quality assurance work related to call centers

▪ Experience with MS Office

PHYSICAL DEMANDS

• General office environment
• Lighting and temperature are adequate.
• Daily use of computer and other standard office equipment required.
• Travel in-state may be required. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.