Quality Assurance Analyst
Company Name:-
Sparksoft Corporation
Job Location:-
Remote
Job Summary:-
Description:
Job Summary:
We are looking for a qualified Quality Assurance Analyst with more than 5 years of experience in contact centers, including quality assurance in healthcare contact centers.
Responsibilities:
Performs quality control audits to evaluate accuracy and effectiveness of 1-800-Medicare operations functions including customer service/call center, workflow, processing support systems, procedures, documentation, etc.
May provide bilingual support for English and Spanish services.
Identifies problems, analyzes cause and effect, and makes recommendations for improvements.
Conducts focused quality audits across various operations functions to ensure quality standards, procedures and methodologies are followed.
Documents findings of analysis and prepares recommendations for implementation of new systems, procedures, or organizational changes to reduce errors.
Compiles data and generates reports for operations and/or training areas on quality performance.
Identifies areas of weakness and communicates recommendations on changes and improvements to training materials for 1-800-Medicare customer services representatives.
Provides feedback to management on errors detected, ensures errors are resolved, and provides long-range solutions to causes.
Develops and implements a quality control and improvement program based on targets identified through the quality reviews.
Monitors and evaluates the implementation of corrective action plans.
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Requirements:
Required Skills:
Exceptional verbal, and written skills.
Ability to work effectively both independently and as part of a team.
Competency in the Microsoft Office suite, including Word, Excel, and Outlook.
Knowledge of contact center quality assurance best practices.
Ability to work on tight deadlines.
Education/Experience Level:
Relevant Bachelors Degree.
Five (5 ) years contact center experience.
Strongly Preferred: Experience in healthcare contact centers, in particular 1-800-Medicare.
Sparksoft is a certified Capability Maturity Model Integration (CMMI) SVC and DEV Level 3, ISO 9001:2015, ISO 27001:2013, HUBZone, 8(a), Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), and Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE co
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