Remote Healthcare Quality Analyst & Call QA Coach

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

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.