Capital Rx logo
Capital Rx

Affordable Pharmacy Benefits, Powered by Modern Infrastructure.

Quality Assurance Analyst – Customer Care

QA EngineerQA EngineerFull TimeRemoteSeniorTeam 501-1,000Since 2017H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$71.2K - $112K / year

Seniority

Senior

Bachelor Degree4 yrs expEnglish

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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