Quality Analyst

The Quality Analyst plays a vital role in maintaining and improving the service quality within the healthcare contact center. This position is responsible for monitoring and evaluating the accuracy and compliance of agents' approvals on customer requests, validating Excess of Benefits (EOB), and ensuring adherence to quality standards across both voice and non-voice channels. The QA Analyst also provides coaching, conducts regular calibrations, and delivers actionable insights and reports to drive performance excellence.

Key Responsibilities:

• Review and verify customer request approvals made by contact center agents to ensure they align with internal policies and healthcare protocols.
• Validate Excess of Benefits (EOB) cases and ensure proper documentation and resolution are reflected in each transaction.
• Monitor and evaluate agent interactions (calls, emails, chat, etc.) using standardized scorecards and quality metrics to ensure compliance, accu...