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Quality Assurance Analyst – Customer Care
Location
United States
Posted
2 days ago
Salary
$71.2K - $112K / year
Seniority
Senior
Job Description
Quality Assurance Analyst – Customer Care
Capital Rx
• Collaborate with leadership to develop and maintain customer care quality scorecards • Conduct quality evaluations of recorded and live customer interactions • Assess agent adherence to procedures and compliance procedures • Facilitate and participate in calibration sessions • Support Customer Satisfaction (CSAT) calibration efforts • Analyze QA data and reporting to identify trends • Provide performance reporting and support to supervisors • Identify training needs through QA evaluations • Oversee the end-to-end processing of member complaints and grievances • Review, document, and research Authorized Representative (AOR) forms • Ensure timely and accurate completion of QA reporting • Handle inbound or outbound calls as needed • Report any compliance concerns or policy violations
Job Requirements
- 4+ years’ experience with call center operations, with at least 2 years of experience with Quality Assurance or training
- PBM or Healthcare call center operations experience preferred
- Bachelor’s degree preferred, or equivalent experience
- Knowledge of HIPAA and Privacy Rule regulations
- Knowledge of Medicare
- A self-starter with outstanding customer service skills
- Demonstrate aptitude to develop processes and coach frontline customer service employees
- Strong analytical and organizational skills
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
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