Quality Assurance Analyst - Call Center Performance

Delta Dental of Minnesota; Minneapolis (MN); On-site; USD 47,000 - 59,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

PTO and holidays

Job summary

Delta Dental of Minnesota is seeking a Quality Analyst to monitor call center quality, track performance, and generate quality metrics reports. The role includes coaching phone agents and providing ongoing performance data to drive improvement across individuals and teams.

The position partners with operations leadership and trainers to ensure clear quality requirements, develop improvement plans, and support professional development.

Qualifications

• High school diploma required.
• Proficient Excel, Word and PowerPoint.
• Knowledge of dental terminology preferred.

Responsibilities

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Participate 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 listening to live calls.
• Contribute to staff morale and corporate culture.
• Maintain HIPAA privacy standards.

Skills

Customer service

Self-motivated

Analytical thinking

Effective communication

Detail-oriented

Education

High School Diploma

Excel/Word/PowerPoint proficiency

Knowledge of dental terminology

Bachelor's degree preferred

Tools

Excel

Word

PowerPoint

Job description

Delta Dental of Minnesota is seeking a Quality Analyst to monitor call center quality, track performance, and generate quality metrics reports. The role includes coaching phone agents and providing ongoing performance data to drive improvement across individuals and teams.

The position partners with operations leadership and trainers to ensure clear quality requirements, develop improvement plans, and support professional development.