Quality Assurance Analyst – Customer Care
New
J
Judi HealthHealth Technology
Remote, USFull-TimeMiddle
Salary71,200 - 112,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 4+ years’ experience with call center operations, with at least 2 years of experience with Quality Assurance or training
- Required Skills
- Data AnalysisComplianceQuality AssuranceHIPAA
Requirements
- 4+ years’ experience with call center operations
- 2+ years of experience with Quality Assurance or training
- Knowledge of HIPAA and Privacy Rule regulations
- Knowledge of Medicare
- Strong analytical and organizational skills
- Ability to develop processes and coach frontline employees
- Outstanding customer service skills
- Self-starter with ability to work with little or no supervision
- Bachelor’s degree preferred, or equivalent experience
Responsibilities
- Collaborate with leadership to develop and maintain customer care quality scorecards.
- Conduct quality evaluations of recorded and live customer interactions.
- Assess agent adherence to procedures, compliance, and service standards.
- Facilitate calibration sessions with internal teams, partners, and clients.
- Analyze QA data and reporting to identify trends and improvement opportunities.
- Provide performance reporting to support quality improvements.
- Identify training needs and support new hire onboarding.
- Oversee end-to-end processing of member complaints and grievances.
- Review and document Authorized Representative (AOR) forms.
- Perform inbound or outbound calls as needed to support business demands.
View Full Description & ApplyYou'll be redirected to the employer's site
