Note: The job is a remote job and is open to candidates in USA. Dunhill Professional Search & Government Solutions is seeking a Customer Service Quality Analyst to evaluate the efficiency and effectiveness of case analysts. The role reviews cases, emails, and recorded calls for compliance with standardized processes and provides written analysis, feedback, and coaching recommendations to improve program performance.
Responsibilities
- The Quality Assurance (QA) Specialist is responsible for analyzing the efficiency and effectiveness of individual case analysts
- To accomplish this, the QA Specialist reviews cases, emails, and recorded telephonic interactions and evaluates them for compliance to standardized process requirements
- Requirements involve confirming that activity efforts align with casework expectations and outcome
- Activities may include discerning soft skills in phone calls and clear communication in emails
- Based on the review, the Quality Analyst provides a concise written analysis of the work reviewed along with feedback and coaching recommendations to improve the performance of the program
Skills
- Bachelor's Degree or equivalent OR 4 years of relevant experience in lieu of degree
- Experience following defined processes
- Must be a US Citizen
- Experience with CMS's 1095-A
- Advanced proficiency with MS Office including SharePoint, Teams, Excel, Word, and PowerPoint
- Strong verbal and written communication skills
- Familiarity with process improvement systems such as Lean Six Sigma, Agile, and others
- Experience providing data that supports project decision
- Previous Federal Government experience
Benefits
- Remote work
Company Overview