Analyst-Voice

Job Summary

This position is responsible for the daily quality review of transactions and calls from non-voice and voice staff in support of healthcare operations, overseeing quality assurance and improvement. Additionally, the position entails identifying, recommending, and implementing quality improvement programs and practices aimed at enhancing process improvement, customer experience and ensuring high-performing operation.

Key Responsibilities

• Achieve daily QA targets
• Review and assess transactions, including customer calls
• Provide fair, concise, and objective feedback
• Report findings to staff and leads for training and improvement
• Collaborate on quality processes and scoring techniques
• Timely report quality monitoring for agents
• Raise and resolve QA concerns promptly
• Coach and provide feedback to monitored personnel and supervisors
• Identify quality improvement opportunities using business tools
• Calibrate scores objectively
• Ensure consistency across sites and teams focusing on customer experience and performance
• Analyze quality data to identify root causes and recommend improvements
• Prepare monthly and ad hoc QA reports timely
• Work with leads and training team to address areas for improvement from QA results

Skill Requirements

• Provides regular coaching and feedback to agents
• Motivates employees for better results
• Strong communication and listening skills
• Capable of coaching for performance improvement
• Knowledgeable about the US Healthcare industry
• Understands healthcare provider business policies and practices
• Advanced interpersonal, presentation, and communication skills
• Effective problem-solving, decision-making, and innovative thinking
• Proficient in Microsoft Office

Other Requirements