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UBC

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Quality Assurance Analyst – Call Center Monitoring

QA EngineerQA EngineerFull TimeRemoteMid LevelTeam 1,001-5,000Since 2003H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expExperience acceptedEnglish

Job Description

Quality Assurance Analyst – Call Center Monitoring

UBC

• Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate Advocate performance based on a standard set of criteria. • Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners/Customers by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives, etc… • Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff • Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services. • Calibration Sessions: Provide support to leadership by participating and hosting internal/external client calibration sessions. • Standard Works Support: Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing monthly evaluations, etc. • Ability to travel as needed • Actively participates in in-person and virtual meetings/events (internal and external)

Job Requirements

  • Bachelor’s degree in related field, or 8 – 11 years of equivalent work experience
  • 2 – 5 years of relevant experience or MA/MS degree
  • General PC knowledge including Microsoft Office, Internet, and email
  • Strong customer service/quality background experience
  • Excellent verbal and written communication skills
  • Strong prioritization skills
  • Strong leadership skills with some supervisory experience preferred
  • High regard for superior quality of service
  • Strong analytical skills
  • Ability to work independently in a fast-paced environment

Benefits

  • Remote opportunities
  • Competitive salaries
  • Growth opportunities for promotion
  • 401K with company match*
  • Tuition reimbursement
  • Flexible work environment
  • Discretionary PTO (Paid Time Off) OR 20 days (about 3 weeks) of PTO
  • Paid Holidays
  • Employee assistance programs
  • Medical, Dental, and vision coverage
  • HSA/FSA
  • Telemedicine (Virtual doctor appointments)
  • Wellness program
  • Adoption assistance
  • Short term disability
  • Long term disability
  • Life insurance
  • Discount programs

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