Quality Insight Analyst
About The Position
This position involves performing quality audits on our contact centers, including both domestic and offshore operations. Key duties include reviewing calls to evaluate different business areas, identifying trends and opportunities for improvement, recording procedures, ensuring compliance with all Aetna business lines, and identifying missed opportunities using Quality Assurance techniques. Please be aware that this position is neither a Customer Service role nor a Sales role. The Quality Insight Analyst, however, works closely with the Conversion team to offer solutions to Contact Centers, Operations partners, and Telesales, optimizing their operations and improving efficiency. Support the quality program by fulfilling cross-functional requests for call reviews to meet CVS Health compliance expectations.
Requirements
- 2-4 years of experience in a call center environment
- Excellent written and verbal communication skills
- Strong listening abilities
- Critical thinking skills
- Capability to manage time effectively to meet deadlines, complete tasks independently, and thrive in a dynamic, fast-paced environment
- Proficiency in Microsoft Office
Nice To Haves
- Bilingual - Spanish
- 2-4 years of experience in healthcare
Responsibilities
- Weekly call assessment goals
- Generate individual Verint reports for all Lines of Business focusing on Next Best Action calls to offer coaching and feedback to over 20 contact centers
- Analyze calls to identify coaching opportunities
- Call listening (English as a second language)
- Collaboration in case studies
- Assess cases in CRMs
- Identify and listen to Telesales calls to create comprehensive success stories to share with stakeholders
- Bridge the gap between operations and data stakeholders
- Perform analysis and oversight for delegated functions.
- Feedback report on care call transfers
- Reports from Tableau Dashboard
- Updated roster for all contact centers
- Identify discrepancies and investigate root-cause
- Escalate issues
- Identifying trends and insights
- Ensuring data consistency across vendors and reporting mediums.
- Creating presentations for coaching sessions
- Contributing to ad hoc special projects as required.
- Verifying that all documents are current for every campaign and journey.
- External partner collaboration
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
