Quality Analyst

About Sagility

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members.

The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics.

Sagility has more than 25,000 employees across 5 countries.

Job title:

Quality Analyst

Job Description:

We are currently hiring a talented Quality Analyst to join us in a remote, work at home role.

Key areas of responsibility:


* Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.


* Completes established monitoring objectives in accordance with applicable SOP?s.


* Provides written and oral feedback to the Reps on all calls monitored.


* Completes daily statistical reports and spreadsheets according to standard procedure.


* Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.


* Attends monthly department meetings to calibrate monitoring measurements.


* Notifies management immediately of serious infractions in a Customer Service Representative?s call quality.


* Follows all client SOP?s and applicable work-related guidance documents.


* Responsibilities may include taking Supervisory calls and escalations

Skills/experience needed to be successful:


* High School Diploma or GED


* Demonstrated written and verbal communication skills


* Excellent time management skills


* Must be detail oriented


* Basic knowledge of PC applications for word processing, spreadsheet, etc


* Six months ? 1 year experience with call center or related field

Salary: $16.00 hourly

Sagility Offers Competitive Benefits Including:


* Medical


* Dental


* Vision


* Life Insurance


* Short-Term and Long-Term Disability


* Flexible Spending Account


* Life Assistance Program


* 401K with employer contribution


* PTO and Sick Time


* Tuition Reimbursement

Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability

Location:

Work@Home USAUnited States of America