Note: The job is a remote job and is open to candidates in USA. HealthEdge provides AI-powered operational infrastructure and cloud-based administration solutions for health insurance companies. The Call Center Quality Analyst monitors and evaluates agent interactions, measures compliance with contractual standards, provides coaching and feedback, identifies training opportunities, and maintains audit documentation.
Responsibilities
- Conduct silent monitoring and scoring of call samples for Call Center agents
- Provide scorecard feedback to agents and coach them to increase quality awareness
- Partner with the leadership team and trainers to identify training opportunities
- Measure operational compliance with all identified contractual KPIs, CPIs, and SLAs
- Track audit results from multiple sources, present trends and suggestions for improvement opportunities
- Maintain accurate, traceable audit records and artifacts, ensuring readiness for internal and external agency/customer audits
- Log into the phone system monthly as an agent to receive and handle client calls
- Perform additional duties as needed to support team and business goals
Skills
- 3–5 years of experience in Health Care Call Center/Customer Service
- High school diploma required
- Experience with Genesys and Microsoft Office products
- Intermediate proficiency in Word (headers/footers, page formatting, templates, step numbering) and PowerPoint
- Basic proficiency in MS Excel
- Strong written and verbal communication skills
- Ability to prioritize assignments and workload effectively and efficiently
- Reliable internet connection required
- Ability to adapt quickly in a fast-paced environment; self-starter and quick learner
- Strong team player with collaborative mindset
- Attention to detail and strong problem-solving skills
- Remote, US
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus
- Work across multiple time zones in a hybrid or remote work environment
- Long periods of time sitting and/or standing in front of a computer using video technology
- May require travel dependent on company needs
- Bachelor's degree
Benefits
- Work across multiple time zones in a hybrid or remote work environment.
Company Overview
Company H1B Sponsorship