Quality Analyst Triwest

View Moreicons; Northern (KY); Hybrid; USD 40,000 - 48,000; Full time

Job summary

Sagility is seeking a Quality Analyst Triwest to remotely monitor customer service calls, provide feedback, and ensure quality standards are met across inbound calls and back-office processes.

The role requires 1–2 years in a call center and strong typing, communication, and MS Word/Excel skills. Work from home in the USA with responsibilities including QA reporting and adherence to SOPs.

Qualifications

• High School diploma required.
• 1–2 years in a call center handling inbound calls; back-office claims experience acceptable.
• Strong typing speed and excellent communication.
• Detail-oriented with strong observation and Microsoft Word/Excel skills.
• Ability to coach customer service reps on call quality.

Responsibilities

• Remotely monitors customer service skills to ensure call quality.
• Completes established monitoring objectives per SOPs.
• Provides written and oral feedback to the CSR on monitored calls.
• Prepares daily statistical reports and spreadsheets.
• Prepares Quality Control Reports and documents contacts.
• Attends department meetings to calibrate monitoring.
• Notifies management of serious infractions in a CSR’s call quality.
• Follows client SOPs and guidance documents.
• May take supervisory calls and handle escalations.
• Ensures daily/weekly/monthly audit targets are met.
• Ensures audits meet client requirements and ATA is maintained.
• Takes calls as needed per manager.

Skills

Coaching

Typing speed

Communication

Time management

MS Word

MS Excel

Attention to detail

Education

High school diploma

Tools

CRS

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.

Job title:

Quality Analyst Triwest

Job Description:

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.

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.

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.

Location:

Work@Home USAUnited States of America

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