Qualifications
- High School Diploma or Bachelors Degree
- 2+ years customer service experience required
- Previous experience with high quality performance and review parameter
- Working knowledge of Microsoft Office applications
- Six-Sigma green belt training helpful
DUTIES & RESPONSIBILITIES:
As a Quality Review and Audit Analyst you will work with varied members of leadership and clients and will serve as the point of contact for all quality related concerns. You will utilize your technical expertise to identify opportunities to streamline processes and/or adherence to SOPs or processes. The role will require strong analytical and facilitation skills for presentation purposes. Excellent communication skills and the ability to influence are key.
Responsibilities:
- Review calls, emails, and chats for accuracy and identify opportunities
- Analyze trends from call listening sessions, Identify and recommend improvements in processing and procedures and assist in the development of audit guidelines
- Act as a subject matter expert and a resource for team members
- Actively engage in quality initiatives to address error trends and process improvement
- Facilitate national and site level calibrations and client calibrations,
- Use various tools, methods and information sources to create analyses that identify any customer service deficiencies
- Utilize the results of the above analyses to champion and coordinate remediation or proactive initiatives to improve quality
- Serve as SME for technical questions and works to ensure standards are being met
- Represent the team in internal and external audits
- Drive the success of quality performance by identifying key opportunities to improve process flows and recognizing potential knowledge gaps at the individual/site level
- Assess problems with client or systemic processes to mitigate any impact to our members.
- Observe Supervisors scoring and provide findings to ensure scoring consistency
- Conduct test calls, focus groups, and targeted audits or call monitors as necessary to identify trends and opportunities for quality improvements in a complete, accurate, and timely manner.
General Safety and Security
- Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.
COMPETENCY REQUIREMENTS:
- Experience analyzing and interpreting data and recommending solutions
- Strong analytical and organizational skills preferred
- Detail oriented
- Ability to manage multiple priorities and deadlines
- Excellent communication skills, both written and verbal
- Ability to function in a production environment while maintaining high quality results
- Ability to make sound, independent judgments and decisions
- Ability to influence others through the use of data
- Excellent organizational and planning skills
- Excellent written and oral communication skills
- Excellent interpersonal skills and professionalism
- Ability to work as a member of a team and independently
- Ability to maintain confidentiality
