Remote Quality Analyst: Call Center QA & Coaching

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

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.