Quality Analyst

Summary of Position

• Responsible for assessing the quality of performance of employees who handle calls from our existing and potential members, providers, patients and customers.
  
• Provide full evaluation and feedback on customer service skills and call handling to employees throughout the Call Centers across the Enterprise.
  
• Ensure ongoing compliance with quality and industry regulatory requirements as well as identifying and tracking performance trends and making recommendations to employees for improvement.

Principal Accountabilities

• Audit staff and delegated entities to identify and investigate trends in audit results, identify root causes, report accuracy and compliance, analyze impacts, and generate recommendations to address.
  
• Conduct analysis in a professional and confidential manner with a focus on the three critical quality components: technical accuracy, soft skills, and proper routing, resolution and documentation.
  
• Perform research and collaborate on projects as needed.
  
• Track issues in the quality monitoring systems or tools and analyze the results.
  
• Develop, continue to update, and deliver Quality Analysis training program for new team members.
  
• Deliver new hire auditing overview and orientation programs.
  
• Remain current with updates to industry standards regarding metrics relative to audit best practices, reporting trends and industry standard changes.
  
• Provide overviews in a team environment to educate the staff on audit results and trends; discuss team results on a regular basis.
  
• Perform other job-related duties as directed or required.