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Quality Analyst

4 months ago

Westminster, Colorado, United States Sagility LLC Full time

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:

Quality Analyst

Job Description:

We are currently hiring a talented Quality Analyst to join us in a remote, work at home role.

Key areas of responsibility:

  • Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.
  • Completes established monitoring objectives in accordance with applicable SOP's.
  • Provides written and oral feedback to the Reps on all calls monitored.
  • Completes daily statistical reports and spreadsheets according to standard procedure.
  • Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
  • Attends monthly department meetings to calibrate monitoring measurements.
  • Notifies management immediately of serious infractions in a Customer Service Representative's call quality.
  • Follows all client SOP's and applicable work-related guidance documents.
  • Responsibilities may include taking Supervisory calls and escalations

Skills/experience needed to be successful:

  • High School Diploma or GED
  • Demonstrated written and verbal communication skills
  • Excellent time management skills
  • Must be detail oriented
  • Basic knowledge of PC applications for word processing, spreadsheet, etc.
  • Six months – 1 year experience with call center or related field

Salary: $15.00 Hourly

Sagility Offers Competitive Benefits Including:

  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Short-Term and Long-Term Disability
  • Flexible Spending Account
  • Life Assistance Program
  • 401K with employer contribution
  • PTO and Sick Time
  • Tuition Reimbursement

Join our team, we look forward to talking with you

An Equal Opportunity Employer/Vet/Disability

Location:

USAUnited States of America