GSC - Quality Analyst

We are seeking a Global Service Center Quality Analyst to join our team! TheGlobal Service Center (GSC) Quality Analyst will be responsible for conducting audits on work performed, utilizing department quality monitoring standards and guidelines to ensure documented protocols, and expected service levels are followed. This role will display sound judgement, flexibility, and strong communication skills to continue to optimize member experience. The GSC Quality Analyst will also identify opportunities to improve performance, processes, and training. This role requires critical thinking skills and decisive judgement.

Responsibilities:

• Conducts the following quality audits in required time frames:
  1. Monthly random case audits to ensure GSC protocols and procedures are followed.
  2. Monthly random call audits to ensure GSC protocols and procedures are followed.
  3. Monthly random email audits to ensure GSC protocols and procedures are followed.
  4. Monthly random case, email, and call audits for various high-profile clients as required.
  5. Monthly audits to support process improvement as designed and required by team.
• Verifies results by measuring skills in product, process, knowledge, service ability, greeting/closure, expectation setting, listening, efficiency, clarity, and accuracy of information.
• Grade customer interactions on the scoring method utilized by the department.
• Completes audits in the designated time frames and established quotas.
• Compiles results and provides analysis/feedback to immediate Supervisor with recommendations for improvement.
• Collaborates with Global Service Center Supervisor(s) to identify auditing trends.
• Continually evaluates and develops audit monitoring procedures to improve efficiency and effectiveness.
• Introduces and provides background on the QA process to new hires before they take live calls.
• Provides examples of calls for live listening training.
• Participates in live listening process with new specialists as needed and provides the following, but not limited to, examples of proper greeting, branding the call, taking ownership, avoiding dead airtime, closing the call, etc.
• Participates in monthly chair sides with the specialists to listen and coach real time.
• Support with call, case, and email inventory as needed.
• Conducts regular Voice of the Customer feedback and complaint reviews to appropriately respond, highlight key gaps and root causes, and identifies opportunities for improvement.
• Maintains proficiency in company products, service, programs, and GSC procedures.
• Special projects and other duties as assigned.

• Bachelor's degree a plus.
• 3-5 years' experience in health insurance environment.
• Auditing experience in a health insurance environment a plus.
• Knowledge of health insurance terminology and Global Service Center protocol and procedures.
• Strong interpersonal, time management, and organizational skills.
• Committed to providing objective and unbiased analysis.
• Ability to work independently or as part of a team in a fast-paced/multi-tasked environment.
• Extremely detail oriented with strong analytic and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Word for correspondence and Microsoft Excel.
• Must have reliable at-home internet service capabilities (ex., Verizon or Comcast) for potential work-from-home shift or emergency situations where the business will require work from home.

• Flexibility to work in an office and/or at-home, remote office environment.
• Overtime and schedule flexibility is necessary in this position. Individual may be required to perform certain business critical job functions outside of normal working hours.
• Physical Demands: Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.