Quality Analyst – Early Career

Job Description: • Evaluate omni-channel interactions, including calls, emails, chat, and back-office transactions, for compliance with quality standards and regulatory requirements • Attend and, if required, facilitate or lead calibration sessions • Share insights and align with stakeholders through regular engagement sessions • Escalate and support resolution of unresolved matters, coaching referrals, and process improvement opportunities • Recommend process and policy enhancements based on data-driven insights • Utilize procedural and technology automation to improve QA efficiency and effectiveness • Remain current with industry best practices for contact center and back-office quality assurance • Monitor and evaluate voice and non-voice interactions for accuracy, compliance, and experience • Conduct daily reviews and audits to ensure adherence to client, company, and regulatory standards, policies, and procedures • Contribute to planning, execution, and delivery of quality initiatives • Partner with centralized and account teams to enhance employee, member, and client experiences Requirements: • Bachelor's degree or equivalent combination of education and experience • Two or more years of quality assurance experience, QA principles and methodologies, or subject matter expertise of areas to be evaluated • Subject matter expertise in one or more MMIS functional areas: Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS • Ability to collaborate with team members across multiple areas • Proficiency in Microsoft Office Suite and SharePoint • Familiarity with contact center and back-office quality platforms such as CXOne and Verint • Strong written and verbal communication skills • Ability to work effectively with diverse teams • Strong organizational and time management skills • Ability to work independently and collaboratively • Adaptability to change and continuous improvement • Must be located in the contiguous United States Benefits: • Work flexibility • Learning and career development opportunities • Generous, flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies