About the Role
Title: Quality Analyst
Location: Work@Home USA
Job Description:
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Quality Analyst
Job Description:
We are currently hiring a talented Quality Analyst to join us in a remote, work at home role.
Key areas of responsibility:
- Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.
- Completes established monitoring objectives in accordance with applicable SOP’s.
- Provides written and oral feedback to the Reps on all calls monitored.
- Completes daily statistical reports and spreadsheets according to standard procedure.
- Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
- Attends monthly department meetings to calibrate monitoring measurements.
- Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.
- Follows all client SOP’s and applicable work-related guidance documents.
- Responsibilities may include taking Supervisory calls and escalations
Skills/experience needed to be successful:
- High School Diploma or GED
- Demonstrated written and verbal communication skills
- Excellent time management skills
- Must be detail oriented
- Basic knowledge of PC applications for word processing, spreadsheet, etc
- Six months – 1 year experience with call center or related field