Quality Analyst
Job Code : GEN/1325
Work@HomeJob Description
Sagility is a strategic business
process management provider of transformative Healthcare solutions that help
our clients significantly enhance the Member and Provider experience while
providing for operational excellence to optimize the back office.
If you seek an opportunity to work with top clients around the
world and be part of an enriching and nurturing work environment, check out
this career opportunity with the Sagility Team!
We are currently hiring a talented Quality Analyst to join us in a
remote, work at home role.
Key areas
of responsibility:
- Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.
- Completes established monitoring objectives in accordance with applicable SOP?s.
- Provides written and oral feedback to the Reps on all calls monitored.
- Completes daily statistical reports and spreadsheets according to standard procedure.
- Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
- Attends monthly department meetings to calibrate monitoring measurements.
- Notifies management immediately of serious infractions in a Customer Service Representative?s call quality.
- Follows all client SOP?s and applicable work related guidance documents.
- Responsibilities may include taking Supervisory calls and escalations
The above
statements are intended to indicate the general nature and level of work being
performed by employees within this classification. They are not intended to be
an exhaustive list of all responsibilities, duties and skills required of
employees assigned to this job. Employees in this job may perform other duties
as assigned. In addition to the above, all Sagility LLC employees are expected
to: * Promote teamwork and cooperative effort. * Help train and give guidance
to other Sagility employees. * Maintain a clean, safe, and unobstructed work
area, and practice good safety habits. * Provide internal and external
customers with the highest quality service.
Skills/experience
needed to be successful:
- High School Diploma or GED
- Demonstrated written and verbal communication skills
- Excellent time management skills
- Must be detail oriented
- Basic knowledge of PC applications for word processing, spreadsheet, etc
- Six months ? 1 year experience with call center or related field