Quality Analyst

SARES; Minneapolis (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

Delta Dental of Minnesota is seeking a Quality Analyst to monitor the quality of Call Center Representatives, track performance, and generate quality metrics. The QA will coach agents, collaborate with leadership, and drive continuous improvement in CSAT and performance trends.

The role involves calibration sessions, developing training content, and implementing QA processes within the Calabrio system. Strong communication and analytical skills are required.

Qualifications

• Outstanding customer service skills.
• Must be self-motivated and self-starter.
• Exceptional listening and analytical skills.
• Must be able to effectively deal with people at all levels.
• Ability to multi-task and successfully operate in a fast-paced, team environment.
• Excellent verbal and written communication skills (including good grammar) and exceptional interpersonal skills.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Attention to detail.

Responsibilities

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Participates in the design of call monitoring forms, expectations and quality standards for call center.
• 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.
• Analyze quality and performance trends to provide recommendations and action plans for improvement.
• Lead QA site calibration with agents and leaders to identify process improvements relating to calls and behaviors.
• Coordinate and facilitate call calibration sessions for customer service staff and present leadership with observations and trends identified during call review to improve feedback to agents and agent/team performance.
• Monitor and analyze CSAT survey results and work with management to develop and execute action plans for improvement.
• Perform side-by-sides, where the QA will sit with a representative and listen in on live calls.
• Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality.
• Adopt and integrate Ulysses Learning Customer Service approach and coaching tool into training design and content.

Skills

Outstanding customer service

Self-motivated

Analytical skills

Verbal and written communication

Attention to detail

Job description

COMPANY INFORMATION

Delta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several consecutive years and value our team members for building this reputation.

GENERAL SUMMARY

The Quality Analyst (QA) will be responsible for monitoring quality of Call Center Representatives, tracking their performance in a quality monitoring system, generating quality metrics reports, and providing coaching and feedback to phone agents. The QA will also provide ongoing performance data, and analyze trend progress across the team as well as individually to identify root cause and implement continuous improvement initiatives to meet or exceed quality goals. QA will collaborate with operations leadership as well as trainers to ensure all quality requirements and expectations are clear. Follow up with those on development plans to determine progress against the plan and provide further recommendations for improvement. A good analyst offers support and assistance to those he or she is coaching to help them implement change and achieve desired goals. Professional development is a team effort. The goal of great coaching is to guide, inspire and empower a CSA or team to achieve their full potential. This position is offered by Stratacor, an affiliate of Delta Dental of Minnesota. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment authorization at this time.

ESSENTIAL FUNCTIONS

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Participates in the design of call monitoring forms, expectations and quality standards for call center.
• 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.
• Analyze quality and performance trends to provide recommendations and action plans for improvement.
• Lead QA site calibration with agents and leaders to identify process improvements relating to calls and behaviors.
• Coordinates and facilitates call calibration sessions for customer service staff and present leadership with observations and trends identified during call review to improve feedback to agents and agent/team performance.
• Monitor and analyze Customer Satisfaction (CSAT) survey results and work with management to develop and execute action plans for improvement.
• Perform \"side-by-sides,\" where the QA will sit with a representative and listen in on live calls.
• Positively contribute to staff morale and corporate culture.
• Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality.
• Act as a positive agent for change and progress. Enthusiastically support department and company initiatives.
• Convey value, respect and care when working with all CSA's and teams assigned.
• Complete other duties as assigned and supports the corporations Mission, Vision and Values.
• Ensure learning and development plans and activities are in conformance with compliance requirements.
• Adopt and integrate Ulysses Learning Customer Service approach and coaching tool into training design and content.
• Create exercises and quality/training assessments that reinforce learning.
• Ability to create partnerships cross functionally.
• Ability to coach and mentor as needed to support and ensure growth for customer service representatives as well as the organization.
• Assist in the development and implementation of DDMN online QA form in the Calabrio system for efficiency in monitoring and reporting functions.
• Re-evaluate and adjust QA form and coaching process as needed to ensure we are driving the desired behaviors to support our exceptional quality service goals for our members and providers.
• Other duties as assigned.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

Required: Knowledge, Skills and Abilities

• Outstanding customer service skills and dedication to providing world-class customer care.
• Must be self-motivated and self-starter.
• Exceptional listening and analytical skills.
• Must be able to effectively deal with people at all levels.
• Ability to multi-task and successfully operate in a fast-paced, team environment.
• Excellent verbal and written communication skills (including good grammar) and exceptional interpersonal skills.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Attention to detail.

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