Quality Assurance Analyst - Call Center Coach

Deltadentalmn; Minneapolis (MN); On-site; USD 47,000 - 59,000; Full time

Job summary

Delta Dental of Minnesota is seeking a Quality Analyst to monitor call center QA, coach agents, and drive improvements. The role collaborates with operations leadership and trainers to ensure quality standards and learning plans, while upholding HIPAA privacy and a positive, high-performance culture.

Stratacor, an affiliate of Delta Dental of Minnesota, provides guidance and supports continuous QA improvements.

Qualifications

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

Responsibilities

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Design call monitoring forms and quality standards for call center.
• Provide coaching, training, and development to contact center agents.
• Educate agents, supervisors, and managers on QA processes and goals.
• Track performance improvements from call evaluations and identify opportunities.
• Analyze quality trends and propose action plans for improvement.
• Lead QA site calibration with agents and leaders to identify process improvements.
• Coordinate and facilitate call calibration sessions and report observations to leadership.
• Monitor CSAT results and develop action plans with management.
• Perform side-by-sides listening to live calls for coaching needs.
• Support learning plans and ensure compliance with requirements.

Skills

Customer service

Self-motivation

Analytical skills

Communication skills

Multitasking

Teamwork

Excel

Word

PowerPoint

Dental terminology

Education

High School Diploma

Bachelor's Degree preferred

Tools

Excel

Word

PowerPoint

Job description

Delta Dental of Minnesota is seeking a Quality Analyst to monitor call center QA, coach agents, and drive improvements. The role collaborates with operations leadership and trainers to ensure quality standards and learning plans, while upholding HIPAA privacy and a positive, high-performance culture.

Stratacor, an affiliate of Delta Dental of Minnesota, provides guidance and supports continuous QA improvements.