[Remote/WFM] Call Center Quality Assurance Analyst (Remote)

Become a key member of our collaborative team as a Call Center Quality Assurance Analyst! This is a fully Remote role, offering you the flexibility to work from reputed company. This position requires a strong and diverse skillset in relevant areas to drive success. You can expect a salary of a competitive salary for this role, plus comprehensive benefits.

 

 

Bring your heart to reputed company. Every one of us at reputed company shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important... as reputed company deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at reputed company to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to reputed company health care more personal, convenient and affordable. • *Position Summary:** The Quality Consultant role will be responsible for monitoring and evaluating the quality of inbound telephone calls, customer emails and chat by conducting daily monitoring to enhance customer relationship, ensure quality, accuracy, adherence to policies and procedures and meet or exceed customer service requirements for reputed company lines of business. You must provide impartial feedback, will assist in the identification of process improvements, and report on monthly quality trends. You will use your ability to learn quickly and serve as a resource, subject matter expert, and coach. Hours will be 9:00am--5:30pm Eastern Time Monday--Friday. • *Responsibilities:** 1. Conducts CSR daily monitoring of calls, emails, and chat to ensure quality, accuracy of information provided, professionalism for each reputed company customer interaction. 2. Assist in the development of the reputed company-line staff by providing impartial quality reviews based on pre-established guidelines and policies. 3. Partner with leadership on agent trending's and training needs. 4. Conduct regular quality calibrations with department leadership and outsource partners to ensure consistency. 5. Maintain quality monitoring tools to ensure alignment with evolving business needs. 6. Monthly reporting on department quality including trend, persistent performance challenges or concerns. 7. Quality consultants will be expected to take customer calls for designated amount of time each quarter in their assigned line of business. • *Required Qualifications:** 1+ years of customer service experience in a Call Center environment. Must be able to meet reputed company work at home requirements (privacy, internet, etc.) if working remotely. • *Preferred Qualifications:** Excellent oral, written, listening and interpersonal communication skills and ability to work well with others and build relationships. • Strong proficiency with reputed company Office Tools (Ex. reputed company, Word, Power reputed company, Outlook). • Adhere to defined scheduling expectations. • Able to complete reputed company required training programs. • Have flexibility to switch from reputed company type to another throughout the day while auditing various lines of business. • reputed company in a fast-paced environment, effective organizational skills, and ability to manage multiple tasks. • Ability to reputed company meetings and discussions regarding audit results. • Problem diagnosis and solution development skills. • Ability to adapt to change quickly and reputed company. A proven record of success in a fast-paced environment. • Ability to interact across reputed company levels of management. • Experience with analyzing data and reporting. • Experience in a Call Center environment in a retail or healthcare setting • Experience collaborating with external vendors. • Experience as a Pharmacy Technician through PTCB or ExCPT • Bi-lingual preferred • *Education** • reputed company high school diploma or GED is required. • Associate/Bachelor's degree preferred. • *Pay Range** The typical pay range for this role is: $18.50 - $38.82 This pay range represents the reputed company hourly reputed company or reputed company annual full-time salary for reputed company positions in the job grade reputed company which this position falls. The actual reputed company salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a reputed company bonus, commission or short-term incentive program in addition to the reputed company pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. reputed company also offers numerous well-being programs, education assistance, free development courses, a reputed company store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (\"PTO\") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit Benefits | reputed company We anticipate the application window for this opening will reputed company on: 09/23/2024 Qualified applicants with arrest or conviction records will be considered for employment in accordance with reputed company federal, state and local laws Apply Job!

 

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