Call Center Quality Coach & Analyst

Delta-Dental; Minneapolis (MN); Sur place; USD 47 000 - 59 000; Plein temps

Résumé du poste

Delta Dental of Minnesota is seeking a Quality Analyst to monitor call center quality, track performance, and deliver coaching to agents. The role partners with operations leaders and trainers to ensure QA standards are clear and followed, driving continuous improvements and a positive customer experience.

Responsibilities include QA monitoring, calibration sessions, CSAT analysis, and reporting in the Calabrio system, with a starting salary in the $47k–$59k range based in Minnesota.

Qualifications

• High School Diploma required.
• Proficient knowledge of Excel, Word and PowerPoint.
• Knowledge of dental terminology preferred.

Responsabilités

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Provide coaching, training, and development to contact center agents.
• Educate agents, supervisors, and managers on Quality Assurance process and goals.
• Track and identify performance improvement opportunities from call evaluations.
• Monitor and analyze CSAT results and develop improvement plans.

Connaissances

Outstanding customer service

Analytical skills

Effective communication

Multi-tasking

HIPAA awareness

Formation

High School Diploma

Proficient knowledge of Excel, Word and PowerPoint

Knowledge of dental terminology preferred

Outils

Excel

Word

PowerPoint

Description du poste

Delta Dental of Minnesota is seeking a Quality Analyst to monitor call center quality, track performance, and deliver coaching to agents. The role partners with operations leaders and trainers to ensure QA standards are clear and followed, driving continuous improvements and a positive customer experience.

Responsibilities include QA monitoring, calibration sessions, CSAT analysis, and reporting in the Calabrio system, with a starting salary in the $47k–$59k range based in Minnesota.