Analyst, Quality Assurance

As a member of the Call Center team, the Analyst, Quality Control is responsible for monitoring, scoring and reporting on various departmental processes and productivity of the Call Center team members by utilizing quality control recording software. The primary focus of this role is to ensure accuracy of the information provided to the end-customer as well as overall customer satisfaction. This individual will ensure that the Call Center is meeting auditing guidelines and adhering to PHI and HIPAA. Additionally, this role will work closely with the Call Center management and training team to ensure consistency across all Call Center processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:

• Develop and implement quality assurance programs and procedures to ensure service standards are being met;

• Perform regular and ad hoc quality assurance reviews for the call center teams;

• Manage and coordinate weekly monitoring sessions with Employee Advocate's to provide feedback on their call performance utilizing the recording software as well as review activity within the Cloud Five9 for proper record keeping;

• Coordinate and perform calibration sessions with call center management staff to review scoring techniques and monitoring form relevance;

• Track and review scores with team and identify potential problems and communicate to management in a timely manner;

• Analyze quality assurance trends to provide internal client teams with the required feedback and project updates;

• Facilitate Employee Advocate role-playing, test, certification, and remediation;

• Partner with Call Center management staff to create Employee Advocate assignments for specific skill sets and queues;

• Participate with Call Center management staff along with Human Resources in the selection process of staffing evaluations;

• Develop and implement metrics to assess Employee Advocate competencies;

• Collaborate with Call Center management staff to develop and facilitate team building activities for Call Center staff;

• Assist in developing cross-departmental training and procedural materials as needed;

• Maintain quality assurance documentation of Employee Advocate performance;

• Perform other duties as assigned.

REQUIRED EDUCATION AND EXPERIENCE :

• Minimum of 4 years of proven call monitoring, supervision, or training experience within a call center or customer service environment;

• Minimum of 2 years of formal call center experience (healthcare or pharmaceutical experience is strongly preferred).

KNOWLEDGE, SKILLS AND ABILITIES

• Outstanding customer service skills;

• Must be self-motivator and self-starter;

• Focus on quality and customer service;

• Must be able to effectively deal with people at all levels inside and outside of the company;

• Prior experience in benefits and customer service a plus;

• Prior experience in training, coaching and developing team members;

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is:

  • Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;

  • Occasionally required to stand and walk;

  • Extensive use of computer and keyboard and viewing of computer screen is required;

  • Specific vision abilities required by this job include vision, and ability to adjust focus.

• Other working conditions are normal for an office environment.

WORK LOCATION

• Work is typically performed in a hybrid manner based out of our Conshohocken, PA, office.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: .