Quality Analyst
About The Position
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. The purpose of this role is to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement.
Requirements
- High School Graduate is required
- Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in Claims process in case of back office)
- Must be good in coaching skills (for coaching the CSR based on their call quality)
- Must be proficient in typing speed
- Excellent written and verbal communication skills
- Excellent time management skills
- Strong keyboarding/computer skills, including Microsoft Word and Excel
- Must be detail oriented with good observation skills.
Responsibilities
- Remotely monitors customer service skills of all customer service representatives to ensure quality of call handling, accurate coding in CRS and making appropriate documentation.
- Completes established monitoring objectives in accordance with applicable SOP’s.
- Provides written and oral feedback to the CSR on all calls monitored.
- Completes daily statistical reports and spreadsheets according to standard procedure.
- Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
- Attends weekly and monthly department meetings to calibrate monitoring measurements.
- Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.
- Follows all client SOP’s and applicable work related guidance documents.
- Responsibilities may include taking Supervisory calls and escalations.
- Ensure daily / weekly / monthly audit targets are met.
- Ensure audits are completed as per client requirements and ATA is maintained.
- Ensure to take calls whenever needed as specified by the manager.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
