Quality Analyst

Job Summary

Promoting excellent call quality, the fully remote Quality Analyst will monitor customer service representatives, provide feedback, and complete quality control reports while ensuring adherence to established standards.

Key responsibilities

• Remotely monitor customer service representatives to ensure quality call handling and accurate documentation
• Provide written and oral feedback on monitored calls and complete daily statistical reports
• Attend department meetings to calibrate monitoring measurements and notify management of serious infractions

Required qualifications

• High School Graduate required
• 1-2 years of experience in a call center environment, preferably with claims processing
• Proficient in Microsoft Word and Excel with strong typing and keyboarding skills
• Demonstrated coaching skills for providing feedback to customer service representatives
• Detail-oriented with strong observation skills