Quality Analyst

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Job title: Quality Analyst Job Description: We are currently hiring a talented Quality Analyst to join us in a remote, work at home role. Key areas of responsibility: Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation. Completes established monitoring objectives in accordance with applicable SOP’s. Provides written and oral feedback to the Reps on all calls monitored. Completes daily statistical reports and spreadsheets according to standard procedure. Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact. Attends monthly department meetings to calibrate monitoring measurements. Notifies management immediately of serious infractions in a Customer Service Representative’s call quality. Follows all client SOP’s and applicable work-related guidance documents. Responsibilities may include taking Supervisory calls and escalations Skills/experience needed to be successful: High School Diploma or GED Demonstrated written and verbal communication skills Excellent time management skills Must be detail oriented Basic knowledge of PC applications for word processing, spreadsheet, etc Six months – 1 year experience with call center or related field Sagility Offers Competitive Benefits Including: Medical Dental Vision Life Insurance Short-Term and Long-Term Disability Flexible Spending Account Life Assistance Program 401K with employer contribution PTO and Sick Time Tuition Reimbursement Join our team, we look forward to talking with you! Sagility is proud to be equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Location: Work@Home USAUnited States of America