Analyst - Member Care Quality

TDECU•Post Oak, MO

About The Position

Position Title: Analyst - Member Care Quality Reporting Manager Title: Manager – Contact Center Operations Essential Duties and Responsibilities: Uses quality monitoring data management system to compile and track performance at a team, individual and department level. Creates weekly and monthly reports to show the number of calls scored and average scores. Performs root cause analysis on missed quality goals. Develops and recommends action plans to reduce or eliminate root cause and improve operational performance. Review Member Care Member Survey results and listen to calls associated with results scored lower than satisfied rating. Findings are provided to Member Care leadership team and call out to member is done if necessary. Coordinates and facilitates call calibration sessions for the Member Care Contact Center leaders. Stays current with relevant guidelines and policies for the Member Care Contact Center. Performs all job duties according to Member Care Contact Center policies and procedures. Assists with special projects and other duties as assigned. Conducts all assigned job duties in a timely and productive manner. Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics. Minimum Qualifications: (Education, Experience, Knowledge, Skills, and Abilities) Education High school diploma or equivalent experience Experience One to two years of call center environment and supervisory experience. Knowledge, Skills, and Abilities Knowledge of technology including core systems , phone systems, e-mail programs, and word processing programs. Basic knowledge of relevant Computer software including Internet, Intranet, and Microsoft Word and Excel. Ability to establish and maintain effective working relationships with a diverse group of people. Ability to communicate effectively both verbally and in writing. Exhibits strong leadership skills. Regular attendance is an essential function of this position. This means that the employee is required to report to work on time and must remain at work during all scheduled hours. (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Physical Demands and Work Environment: Founded in 1955, TDECU formed when a group of Dow employees pitched in $5 each to loan a friend $35 to buy a refrigerator. That initial mission of people helping people continues today. Over the last 65 years, we have grown to meet the needs of the communities we serve and share TDECU's passion for service and great value in our products. Our first merger took us west to the Victoria area, where we made many new friends and Members. We have since become an integral part of the community. In the East Market, where we began, we opened our field of membership to serve all Brazoria County residents. Today, TDECU has 39 service locations, including 35 Member Centers. The original $35 loan has turned into over $4 billion in assets today that continue to improve our 348,000 Members' lives by helping them get what they need to achieve their financial needs and dreams. Transparency in Coverage Link This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.

Requirements

High school diploma or equivalent experience
One to two years of call center environment and supervisory experience.
Knowledge of technology including core systems , phone systems, e-mail programs, and word processing programs.
Basic knowledge of relevant Computer software including Internet, Intranet, and Microsoft Word and Excel.
Ability to establish and maintain effective working relationships with a diverse group of people.
Ability to communicate effectively both verbally and in writing.
Exhibits strong leadership skills.
Regular attendance is an essential function of this position. This means that the employee is required to report to work on time and must remain at work during all scheduled hours.

Responsibilities

Uses quality monitoring data management system to compile and track performance at a team, individual and department level.
Creates weekly and monthly reports to show the number of calls scored and average scores.
Performs root cause analysis on missed quality goals.
Develops and recommends action plans to reduce or eliminate root cause and improve operational performance.
Review Member Care Member Survey results and listen to calls associated with results scored lower than satisfied rating.
Findings are provided to Member Care leadership team and call out to member is done if necessary.
Coordinates and facilitates call calibration sessions for the Member Care Contact Center leaders.
Stays current with relevant guidelines and policies for the Member Care Contact Center.
Performs all job duties according to Member Care Contact Center policies and procedures.
Assists with special projects and other duties as assigned.
Conducts all assigned job duties in a timely and productive manner.
Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.