Customer Support QA Analyst

Job Summary

A company is looking for a Customer Support Quality Assurance Analyst to support their customer support team.

Key Responsibilities

• Perform quality audits on customer support calls and email cases to ensure high standards
• Score calls and audit email responses for accuracy, professionalism, and thoroughness
• Assist in training new customer support team members and propose documentation updates

Required Qualifications

• 3-5 years of commercial health plan experience
• 1-2 years of experience in a QA role within customer support
• Solid knowledge of medical and insurance industry terminology
• Proficiency in Microsoft Office applications and experience with CRM systems
• Ability to work in a fast-paced, deadline-oriented environment