Quality Analyst, Call Center

United States·Boisemid

OtherQuality Analyst

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Quick Summary

Key Responsibilities

Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets Conduct patient interaction evaluations for Patient Services phone,

Technical Tools

OtherQuality Analyst

Responsibilities

~1 min read

→Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets
→Conduct patient interaction evaluations for Patient Services phone, chat and emails
→Conduct pharmacy workflow audits, such as Prior Authorization process adherence and data entry for the Hub
→Identify trends and opportunities to improve quality in patient interactions and workflow adherence. Communicate these opportunities to QA leadership or other pertinent stakeholders.
→Collaborate with agents, leaders, and other QA analysts to identify best practices, knowledge gaps and opportunities to enhance protocols, scripting, training and Knowledge Base articles.
→Remain current on our products, protocols, scripting, new clients, features and departmental processes
→Participate in calibration sessions to ensure consistency in grading and auditing practices.
→Serve as a subject matter expert for assigned business segment(s), and function as the expert scoring interactions that others will be calibrated against. Facilitate discussions to explain rationale for scoring, actively listen and make recommendations as necessary to the appropriate scorecards to drive improvement in calibration scores
→Cross train to be able to evaluate quality on other business segments as needed
→Complete other duties as assigned

A minimum of 2 years of QA experience in a contact center or hub pharmacy environment
Experience with healthcare, insurance, or other highly regulated industry preferred
Track record of strong performance and QA scores
Attention to detail with a knack for precision
Analytical and process oriented
Comfortable in a fast-paced environment
Ability to work independently and as a member a team
Confident, patient, respectful, and a clear communicator
Passion for problem solving and troubleshooting