Quality Analyst (BPO experience)

Responsible for evaluating the business process as performed by team members to ensure accuracy. The Quality Auditor will work closely with the supervisor providing feedback on any agent opportunities identified through the process of evaluating, and also responsible for providing on the-spot coaching to team members.

• Evaluates randomly selected entries in CDP disposed of by agents
• The evaluation will have to cover all processes within the designated team or cluster
• The Quality Evaluator must audit all agents within the designated team or cluster
• All audits will be updated on CDP; thus, scores should reflect real-time
• Communicate results to the immediate supervisor to address any agent opportunities and recommend a performance improvement plan
• Communicate results to the agent in the form of coaching to discuss any incorrect processes and supply appropriate and available information the team members
• Responsible for the analysis of quality trends and submittal of the daily/weekly/monthly quality report to the supervisor
• Conduct root-cause analysis and suggest any viable action plan to monitor the accuracy effectively

QUALIFICATIONS:

• Strong knowledge of the function of the designated team and its processes
• 1-2 years of supervisory or Quality Evaluation experience desired
• Medical background, training or experience required
• Host/attend/participate in Process calibration call with Operations
• Working knowledge of ICD-10 coding procedure
• Call center experience desired
• Knowledge of Windows application, Microsoft Word and Excel, or similar software applications, proficiency preferred
• Ability to analyze data and make recommendations for process improvement
• Proficient in critical thinking skills, and conflict resolution

Benefits:

• Additional leave
• Health insurance
• Life insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee