Quality Analyst
Job Code : REQ-013127
El Paso Adabel Partially Remote/HybridJob Description
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
We are currently hiring a talented Quality Analyst to join us in a hybrid role at our El Paso, TX location.
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
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
Salary Range: Starting at $15.00 hourly
Sagility Offers Competitive Benefits Including:
Medical
Dental
Vision
Life Insurance
Short-Term and Long-Term Disability
Flexible Spending Account
Life Assistance Program
401K with employer contribution
PTO and Sick Time
Tuition Reimbursement
Join our team, we look forward to talking with you!
An Equal Opportunity Employer/Vet/Disability
Location:
Work@Home USAUnited States of America
Location: