Quality Analyst I (Remote)

American Specialty Health Incorporated

1d•Remote

About The Position

American Specialty Health Incorporated is seeking a Quality Analyst I to join our ASHCare Member Support team. This position will complete quality assessments and reviews for all frontline functional personnel in call center and customer service operations. Partners with training and supervisory staff to provide identified opportunities for improvement and makes recommendations on areas that staff may need new, ongoing, or remedial training.

Requirements

High school diploma or GED required.
Minimum 1 year experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment.
Computer proficiency in MS Office; Outlook, Word, Excel, PowerPoint.
Strong verbal and written communication skills required.
Experience with formal Continuous Improvement approaches and has a strong critical thinking and operational mindset.
Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.
Primarily sedentary, able to sit for long periods of time.
Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form.
Capable of using a telephone and computer keyboard.
Ability to lift up to 10 lbs.

Nice To Haves

SharePoint experience desired.
Minimum 1 year experience completing call center quality audits preferred.
Experience in at least one of the following areas highly preferred: Knowledge Management development with documentation experience, tracking, reporting, and delivering feedback.

Responsibilities

Completes quality audits on all frontline functional staff.
Completes quality audits in accordance with current department protocol. Uses designated tools to ensure correct quantities and turnaround times are adhered to within designated accuracy standards.
Provides written and verbal feedback to management on staff quality scores.
Assists with routine and ad-hoc requests to review recorded calls, emails, or forms.
Maintains detailed documentation of all audit practices, results, and findings per established protocols.
Works with leadership to prioritize and provide status of assignments to Management.
Maintains confidentiality of all reports, files, schedules, databases, and documents, as well as all member, provider, and proprietary information.
Maintains strong knowledge in customer service standards and practices.
Distributes and tracks audits according to department protocol.
Serves as a mentor upon request from leadership to work with staff members needing improvement.
Identifies and submits requests to update Knowledge Management resources and processes to ensure content is current and accurate.
Creates an environment that promotes openness and fairness for quality review.