- 经验
- Up to 1 yrs
- 薪水
- USD 72,800 – USD 130,000 / year
- 职位空缺
- 1
- 发布
- 3小时前
- Work mode
- 在家办公
- 学历
- High School Diploma or GED
- Eligibility
- Candidates with a High School Diploma or GED and the required call center, documentation review, and QA scoring experience can apply.
- Resume
- Required to apply
职位描述
About the Client
The hiring organization works in healthcare and is dedicated to improving health outcomes by bringing together care access, pharmacy benefits, data, and support resources. It uses technology to help large populations live healthier lives and solve health optimization challenges at scale.
Role Overview
The Quality Analyst is responsible for protecting the quality, accuracy, and compliance of customer interactions in a call center setting. This role helps strengthen customer experience and operational results by reviewing calls and documentation, spotting areas for improvement, and supporting coaching initiatives.
Key Responsibilities
- Audit calls to assess quality, accuracy, policy compliance, and overall customer experience.
- Examine case notes and CRM records for completeness and correctness.
- Pinpoint performance gaps and suggest coaching opportunities for agents and supervisors.
- Share observations and recommendations with managers and training teams to help resolve recurring problems.
- Take part in calibration meetings to align scoring standards and ensure consistency.
- Monitor quality patterns and prepare reports for leadership.
Requirements
- High School Diploma or GED.
- At least 1 year of experience in a call center environment.
- At least 1 year of experience reviewing documentation and performing analytical work.
- Minimum 6 months of experience using QA scoring approaches and evaluation tools.
- Strong communication skills and the ability to deliver feedback effectively are preferred.
Compensation and Benefits
The annual salary for this full-time role is between $72,800 and $130,000, depending on location, education, experience, and certifications. The package may also include incentive and recognition programs, equity stock purchase options, and 401(k) contributions. A 401(k) retirement plan is included.
Equal Opportunity
The employer is committed to equal employment opportunity and values diversity and inclusion. All qualified applicants will be considered without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Additional Information
This role is not being offered by an employer of record through the recruiting platform. Candidates are expected to complete the application directly with the hiring company’s career site or ATS.