Quality Assurance Analyst for Healthcare Management
3 weeks ago
We are seeking a Quality Assurance Analyst to join our dynamic team at Harmony United Psychiatric Care. This role is responsible for monitoring calls and providing quality reports to improve customer service.
Job Purpose & Summary
The Quality Assurance Analyst will be responsible for monitoring calls, providing feedback, and tracking performance at the team and individual level. This role requires outstanding customer service skills, dedication to quality, and the ability to multitask in a fast-paced environment.
Key Responsibilities and Duties
- Performs call monitoring and provides trend data, quality reports, and feedback
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in Member listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for customer support staff
Requirements and Qualifications
- 4+ years of Call Center Quality Assurance Analyst Experience
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivator and self-starter
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Solid time management skills
Knowledge, Skills and Attributes
- Excellent listening, verbal, written, and interpersonal communication skills
- Keen attention to detail
- Good judgment and decision-making capabilities
- Effective time manager who can perform in a fast-paced, deadline-oriented environment
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