Quality Analyst - Call Center

You will be responsible for the daily quality review of transactions and calls in support of healthcare operations, ensuring quality assurance and improvement. Your role will involve identifying, recommending, and implementing quality improvement programs to enhance process efficiency, customer experience, and overall operational performance. As an individual contributor, you will play a key role in achieving daily QA targets, reviewing transactions, providing feedback to agents, and collaborating on quality processes. Your essential responsibilities will include: - Achieving daily QA targets - Reviewing and assessing transactions, including calls - Providing fair, concise, and objective feedback - Reporting findings to agents and leads for training and improvement - Collaborating on quality processes and scoring techniques - Timely reporting of quality monitoring for agents - Resolving QA concerns promptly - Coaching and providing feedback to personnel and supervisors - Identifying quality improvement opportunities and calibrating scores objectively - Ensuring consistency across sites and teams, focusing on customer experience and performance - Analyzing quality data to identify root causes and recommend improvements - Preparing monthly and ad hoc QA reports in a timely manner - Working with leads and training team to address areas for improvement based on QA results Skills and competencies required for this role include: - Providing regular coaching and feedback to agents - Motivating employees for better results - Strong communication and listening skills - Capable of coaching for performance improvement - Knowledgeable about the US Healthcare industry - Understanding healthcare provider business policies and practices - Advanced interpersonal, presentation, and communication skills - Effective problem-solving, decision-making, and innovative thinking - Proficiency in Microsoft Office Formal education and experience required: - Graduation in any stream - Experience in denial management and calling - 1-2 years of experience as a full-time quality analyst in the US Healthcare industry This is a full-time position with benefits including 401(k) matching, dental insurance, health insurance, paid time off, referral program, and vision insurance. The work schedule is an 8-hour shift during the day, Monday to Friday. The education requirement is a high school diploma or equivalent, and the preferred experience includes: - 3 years in quality assurance - 3 years in coaching and monitoring - 3 years in DME - 3 years in calibration - 3 years in healthcare knowledge The work location is in person.,