The Quality Analyst responsible for monitoring and reporting on the overall quality of customer interactions; making improvement recommendations; assisting and collaborating with teams on recommended changes and improving overall quality of the customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Analyze/audit member interactions (phone calls, cases, emails and internet inquiries) to identify areas of service delivery that did not meet pre-established performance standards within the service center
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Prepare standardized reports and analysis of development and training needs
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Provide structured and timely recommendations; verbal and/or written feedback to Quality and/or Client Service Manager
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Report progress on problem resolution to management
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Collaborate with management to deliver effective training
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Perform mock calls with new hires post-training to determine readiness for moving into support
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Provide feedback through targeted group coaching sessions for CSR Lead that address service quality deficiencies and/or improvement opportunities
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Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all service center teams and sites
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Use service center tools to gather data and analyze trends or patterns affecting quality
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Collaborate with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
- Flexible to assist Service Center during high call volume and peak times with member phone calls to stay current on process and knowledge, as needed
- Perform other job-related duties as assigned
REQUIRED SKILLS AND ABILITIES
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Working knowledge of MS Office Suite
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Strong attention to detail and accuracy
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A sense of urgency and ability to prioritize to meet deadlines
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Good organizational skills
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Ability to be flexible and work under pressure to meet strict deadlines in a team environment
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Must be a self-starter
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Strong interpersonal, verbal, writing and analytical skills
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Excellent attendance and punctuality are essential
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Ability to read, write and verbally communicate effectively in English
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Ability to maintain confidential and sensitive information
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION
- Some college preferred
- 2+ years of Benefits Administration, Health or Life insurance customer service, or Quality Assurance experience
- Or, any equivalent combination of education, experience, and training that proves the required knowledge, skills, and abilities will be considered
Disclaimer:
- Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time
Equal Opportunity Employer: including disability and vets
