Quality Analyst I

CareSource Dayton, OH

Role and Responsibility:

Provide performance feedback and coaching to Service Center employees and train associates to improve interactions with members and providers

Ensures adherence and accurate communications of all company/ departmental policies and procedures

Monitor and score recorded and live calls in accordance with company policies and procedures

Provide analytical feedback and progressive training to Service Center Representatives to encourage developmental opportunities for performance improvement

Review call intakes for quality and accuracy, identify trends, and prepare departmental performance reports for management

Works closely with the Service Center Management team to ensure accurate and timely communication to Service Center Representatives

Assist the Team Leads and senior staff as needed with daily floor management

Perform any other job related instructions, as requested

Requirements

Education / Experience:

High School Diploma or GED is required

Associates Degree or equivalent years of relevant work experience preferred

Minimum of one year of experience in call center required

Required Competencies / Knowledge / Skills:

Intermediate computer skills

Proficient in Microsoft Word and Excel

Communication skills

Prior supervisory skills

Ability to work independently and within a team environment

Attention to detail

Proper grammar usage

Training/teaching skills

Proper phone etiquette

Customer service oriented

Licensure / Certification:

None

Accountability:

Working Conditions:

General office environment; may be required to sit/stand for long periods of time

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