Quality Analyst

COMPANY INFORMATION

Delta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several consecutive years and value our team members for building this reputation.

GENERAL SUMMARY

The Quality Analyst (QA) will be responsible for monitoring quality of Call Center Representatives, tracking their performance in a quality monitoring system, generating quality metrics reports, and providing coaching and feedback to phone agents. The QA will also provide ongoing performance data, and analyze trend progress across the team as well as individually to identify root cause and implement continuous improvement initiatives to meet or exceed quality goals.

QA will collaborate with operations leadership as well as trainers to ensure all quality requirements and expectations are clear. Follow up with those on development plans to determine progress against the plan and provide further recommendations for improvement.

A good analyst offers support and assistance to those he or she is coaching to help them implement change and achieve desired goals. Professional development is a team effort. The goal of great coaching is to guide, inspire and empower a CSA or team to achieve their full potential.

This position is offered by Stratacor, an affiliate of Delta Dental of Minnesota.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment authorization at this time.

ESSENTIAL FUNCTIONS

1. Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
2. Participates in the design of call monitoring forms, expectations and quality standards for call center.
3. Provide coaching, training, and development to contact center agents.
4. Educate agents, supervisors, and managers on Quality Assurance process and goals.
5. Track and identify performance improvement opportunities from call evaluations.
6. Analyze quality and performance trends to provide recommendations and action plans for improvement.
7. Lead QA site calibration with agents and leaders to identify process improvements relating to calls and behaviors.
8. Coordinates and facilitates call calibration sessions for customer service staff and present leadership with observations and trends identified during call review to improve feedback to agents and agent/team performance.
9. Monitor and analyze Customer Satisfaction (CSAT) survey results and work with management to develop and execute action plans for improvement.
10. Perform "side-by-sides," where the QA will sit with a representative and listen in on live calls.
11. Positively contribute to staff morale and corporate culture.
12. Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality.
13. Act as a positive agent for change and progress. Enthusiastically support department and company initiatives.
14. Convey value, respect and care when working with all CSA's and teams assigned.
15. Complete other duties as assigned and supports the corporations Mission, Vision and Values.
16. Ensure learning and development plans and activities are in conformance with compliance requirements.
17. Adopt and integrate Ulysses Learning Customer Service approach and coaching tool into training design and content.
18. Create exercises and quality/training assessments that reinforce learning.
19. Ability to create partnerships cross functionally.
20. Ability to coach and mentor as needed to support and ensure growth for customer service representatives as well as the organization.
21. Assist in the development and implementation of DDMN online QA form in the Calabrio system for efficiency in monitoring and reporting functions.
22. Re-evaluate and adjust QA form and coaching process as needed to ensure we are driving the desired behaviors to support our exceptional quality service goals for our members and providers.
23. Other duties as assigned.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

KNOWLEDGE, SKILLS AND ABILITIES

Required:

1. Outstanding customer service skills and dedication to providing world-class customer care.
2. Must be self-motivated and self-starter.
3. Exceptional listening and analytical skills.
4. Must be able to effectively deal with people at all levels.
5. Ability to multi-task and successfully operate in a fast-paced, team environment.
6. Excellent verbal and written communication skills (including good grammar) and exceptional interpersonal skills.
7. Must adapt well to change and successfully set and adjust priorities as needed.
8. Attention to detail.

EDUCATION AND EXPERIENCE

Required:

1. High School Diploma
2. Proficient knowledge of Excel, Word and PowerPoint
3. Knowledge of dental terminology preferred

Preferred:

1. 1+ years in quality call monitoring role preferred
2. 2+ years Call Center experience preferred
3. Bachelor's Degree preferred

WORK ENVIRONMENT/PHYSICAL DEMANDS

1. Travel Requirements: None
2. Weight Lifting Requirements: Minimal
3. Sedentary Work: Prolonged periods of sitting at a workstation while working on a computer

RELATIONSHIPS

1. Reports To: Director of Training and Quality
2. Directly Manages: N/A
3. Internal Relationships: Functional Areas
4. External Relationships: Provider, Broker, Group Administrator and Members

BENEFITS & COMPENSATION

Benefits for this position include medical, dental, vision, and life insurance; disability coverage, flexible spending plans, a 401(k) plan, Paid Time Off (PTO) and Holidays. Visit https://www.deltadentalmn.org/employee-benefit-packages for more information.

The starting salary range for this position is between $47,000 and $59,000 annually. Salary offers will typically be made in the listed range. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team member's. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)