Quality Analyst

  • location: La Vergne, TN
  • type: Permanent
  • salary: $17 - $18 per hour
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job description

Quality Analyst

Our client, a Benefits Administration company, is looking for a Quality Analyst for a full time, permanent opportunity! The person in this role will be responsible for ensuring the overall quality of calls and service being provided to their customer base.

Responsibilities:
Implements, performs and documents assigned control reviews; performs and conducts testing based on detailed procedures and processes.
Evaluate call, email and chat quality based on defined criteria.
Identifies issues, exceptions and patterns, escalates to management for resolution and formally documents findings.
Communicates results to management and business partners. Prepares and presents written report of results and recommendations.
Identifies areas of improvement and make recommendations on operational improvements, processes for compliance, quality assurance and any additional training necessary.

Working hours: 7:00 AM - 7:00 PM

Skills:
Must be proficient in MS Office Suite
Sense of urgency with the ability to multi-task
Strong attention to detail and accuracy
Organizational skills and time management

Qualifications:
Must have a minimum of 2-3 years of Customer Service experience in Benefits Administration, Health or Life insurance.
Experience working in a call center environment
High School Diploma/GED required
Bilingual is a plus!

All qualified candidates should apply directly to this posting or email their resume to krissy.froncillo@randstadusa.com along with 2-3 professional references.

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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