Remote Quality Analyst - Healthcare Call QA & Coaching

View Moreicons; El Paso (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

Sagility is seeking a Quality Analyst to promote call quality, monitoring, and documentation in a remote work setup. The function centers on ensuring effective call handling and correct CRS coding while maintaining detailed records. A focus on accuracy and process compliance is essential.

The role emphasizes remote monitoring of CSR performance, delivering both written and oral feedback, and generating standard quality reports. Strong written and verbal communication is required.

Qualifications

• High School Diploma is required.
• Min 1-2 years in a call center handling inbound calls; back-office claims experience acceptable.
• Strong coaching, typing, communication, and time-management skills.

Responsibilities

• Remotely monitors customer service skills of all representatives to ensure call quality, accurate coding in CRS, and proper documentation.
• Produces daily/weekly quality reports and provides feedback to CSRs on monitored calls.
• Attends meetings to calibrate monitoring measurements and follows client SOPs.

Skills

Coaching

Typing speed

Communication

Time management

Keyboarding

Detail oriented

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Sagility is seeking a Quality Analyst to promote call quality, monitoring, and documentation in a remote work setup. The function centers on ensuring effective call handling and correct CRS coding while maintaining detailed records. A focus on accuracy and process compliance is essential.

The role emphasizes remote monitoring of CSR performance, delivering both written and oral feedback, and generating standard quality reports. Strong written and verbal communication is required.