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Process Excellence Quality Analyst

2 months ago

Sandy, United States apree health Full time
Description

Process Excellence Quality Analyst, Customer Support

apree health is looking for a driven, flexible, results-oriented Contact Center professional to join our Process Excellence Team. The successful candidate will be a thoughtful and thorough team member who can play multiple roles impacting Training, Quality, and Knowledge Management. This candidate will know what it takes to perform at a high level in a fast-paced environment and have a passion for customer service.

Responsibilities:

Process Excellence Analysts are responsible for completing tasks supporting the quality management process. In these capacities, Team Members will work collaboratively within the Support team, and across teams (e.g., Implementation, Customer Success, etc.).

  • Help set direction for and implement the details of the overall quality program
  • Continuously improve and maintain the Quality program, focusing on a quality model of building relationships, effective resolution, efficiency and adding value for our customers and members. Ensuring accurate and timely responses to user inquiries is always in focus.
  • Complete, track, and document Quality evaluations
  • Report out Quality measurement results
  • Implement Quality improvement initiatives based on trends
  • Facilitate coaching of support staff on the results of their evaluations
  • Collaborate with team supervisors to ensure there is continuity in coaching and development of Support staff
  • Foster an environment where every Support team member is committed to, and feels responsible for, delivering high quality service
Qualifications:
  • BS/BA preferred
  • Customer service experience, ideally within a contact center
  • Strong proactive work ethic and unwavering commitment to high quality work
  • Excellent phone manner and interpersonal skills
  • Excellent verbal and written communication skills
  • Ability to effectively collaborate with others and recognize scenarios where collaboration is critical
  • Ability to set an agenda and successfully lead meetings
  • Project management and organizational skills
  • Ability to multi-task with strong attention to detail and accuracy a must
  • Ability to manage timelines and balance multiple deadlines
  • Previous experience working in a software environment a plus
  • Experience in healthcare preferred but not required.

Position is based in Sandy, UT/hybrid (will consider San Francisco for internal applicants)

Travel not required

Compensation: $53k-$74k/annual salary & bonus eligible (national average, premium markets may vary)