Quality Analyst - Temp

Solix•Killeen, TX

About The Position

About the Company Solix is a leading national provider of consulting and business process solutions with expertise in complex program management, eligibility determination, customer care, and state and federal funding recovery. Our team is driven by our mission to connect people to essential programs and services. We consult with our clients to develop optimal solutions, engage with our clients and their stakeholders to achieve mutually beneficial outcomes, and empower our clients and the people we collectively serve. Quality Analyst Primary Responsibilities and Duties: Perform quality checks on application reviews to ensure compliance with Standard Operating Procedures. Perform quality reviews to ensure a high level of customer service. Perform quality checks and audits of inbound and outbound calls to ensure adherence to policies and procedures and a high level of customer service. Perform quality checks on all contact service forms returned ensuring appropriate pricing based on schedules, contracts and member data. Provide feedback on quality review to call center employees and management. Coordinate queue assignments and special data entry projects. Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues. Collaborate with training team to identify training needs and assist with the training for new staff and for procedural changes. Participate in continuous quality improvement initiatives. Serve as a resource to staff regarding quality concerns and assist with escalation requests when Team Leads and supervisors are unavailable. Review various reports to ensure that contact service forms have been resolved timely and accurately. Ensure that the number of quality checks for staff fulfills the required Service Level Agreement. Answer program specific inbound calls or initiate outbound calls to prospective or current customers of the Solix client to initiate a sale/application or expansion of services or to handle a potentially complex request in accordance with program specific guidelines. Run reports from the Quality Management System to identify where additional quality checks are needed and to keep management informed of current trends. Must attend all program training for programs supported.

Requirements

High school diploma or GED plus at least 6 months related experience or equivalent combination of education and experience.
Minimum of 1 year of call center or application processing experience required.
Strong communication skills, both verbal and written.
Ability to read and comprehend technical instructions, policies, and/or procedures to fully understand the program and contractual requirements.
Excellent teamwork skills.
Ability to multi-task and to perform time management.
Working knowledge of Microsoft Office; specifically, Word and Excel.

Responsibilities

Perform quality checks on application reviews to ensure compliance with Standard Operating Procedures.
Perform quality reviews to ensure a high level of customer service.
Perform quality checks and audits of inbound and outbound calls to ensure adherence to policies and procedures and a high level of customer service.
Perform quality checks on all contact service forms returned ensuring appropriate pricing based on schedules, contracts and member data.
Provide feedback on quality review to call center employees and management.
Coordinate queue assignments and special data entry projects.
Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues.
Collaborate with training team to identify training needs and assist with the training for new staff and for procedural changes.
Participate in continuous quality improvement initiatives.
Serve as a resource to staff regarding quality concerns and assist with escalation requests when Team Leads and supervisors are unavailable.
Review various reports to ensure that contact service forms have been resolved timely and accurately.
Ensure that the number of quality checks for staff fulfills the required Service Level Agreement.
Answer program specific inbound calls or initiate outbound calls to prospective or current customers of the Solix client to initiate a sale/application or expansion of services or to handle a potentially complex request in accordance with program specific guidelines.
Run reports from the Quality Management System to identify where additional quality checks are needed and to keep management informed of current trends.
Must attend all program training for programs supported.