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.
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
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
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 firstname.lastname@example.org along with 2-3 professional references.
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