Quality Analyst
About The Position
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, and data they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. You will enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.
Requirements
- High Scholl Diploma/GED
- 1+ years of call center experience
- 1+ years of experience with analytical and documentation review skills
- 6+ months of experience with QA scoring methods and evaluation tools
Nice To Haves
- Excellent communication and feedback delivery skills
Responsibilities
- Monitor and evaluate calls for quality, accuracy, compliance, and customer experience
- Review written work products including case documentation and CRM entries
- Identify performance gaps and coaching opportunities for agents and supervisors
- Provide feedback to Managers and Training teams to address recurring issues
- Participate in calibration sessions to ensure scoring consistency
- Track quality trends and produce reports for leadership
Benefits
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
