Quality Analyst

View Moreicons; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Sagility, a healthcare technology and BPM services leader, seeks a Quality Analyst to monitor call quality, coding in CRS, and documentation accuracy.

The role focuses on remote monitoring of CSR performance, providing feedback, and generating daily and weekly quality reports. Candidates should have 1–2 years in a healthcare call center, high school diploma, and strong communication and keyboarding skills; remote work from home in USA.

Qualifications

• Must be good in coaching skills (for coaching the CSR based on their call quality).
• Must be proficient in typing speed.
• Excellent written and verbal communication skills.
• Excellent time management skills.
• Strong keyboarding/computer skills, including Microsoft Word and Excel.
• Must be detail oriented with good observation skills.

Responsibilities

• Remotely monitors customer service skills of all customer service representatives to ensure quality of call handling, accurate coding in CRS and making appropriate documentation.
• Completes established monitoring objectives in accordance with applicable SOPs.
• Provides written and oral feedback to the CSR on all calls monitored.
• Completes daily statistical reports and spreadsheets according to standard procedure.
• Completes Quality Control Reports as assigned daily, notes corrections in CRS and documents the contact.
• Attends weekly and monthly department meetings to calibrate monitoring measurements.
• Notifies management immediately of serious infractions in a CSR's call quality.
• Follows all client SOPs and applicable work related guidance documents.
• Responsibilities may include taking Supervisory calls and escalations.
• Ensure daily/weekly/monthly audit targets are met.

Skills

Coaching skills

Typing speed

Written and verbal communication

Time management

Observation skills

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The purpose of this role is to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement.

Job title:

Quality Analyst

Education:

High School Graduate is required

Experience:

Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in Claims process in case of back office)

Mandatory Skills:

• Must be good in coaching skills (for coaching the CSR based on their call quality)

• Must be proficient in typing speed

• Excellent written and verbal communication skills

• Excellent time management skills

• Strong keyboarding/computer skills, including Microsoft Word and Excel

• Must be detail oriented with good observation skills.

Roles & Responsibilities:

• Remotely monitors customer service skills of all customer service representatives to ensure quality of call handling, accurate coding in CRS and making appropriate documentation.

• Completes established monitoring objectives in accordance with applicable SOP’s.

• Provides written and oral feedback to the CSR on all calls monitored.

• Completes daily statistical reports and spreadsheets according to standard procedure.

• Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.

• Attends weekly and monthly department meetings to calibrate monitoring measurements.

• Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.

• Follows all client SOP’s and applicable work related guidance documents.

• Responsibilities may include taking Supervisory calls and escalations.

• Ensure daily / weekly / monthly audit targets are met.

• Ensure audits are completed as per client requirements and ATA is maintained.

• Ensure to take calls whenever needed as specified by the manager.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location:

Work@Home USAUnited States of America

Join our team, we are looking forward to talking to you!