Call Center Quality Analyst
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Job Description
Functional Analyst transforming customer interaction data into actionable insights for government and intelligence projects. Driving performance improvements and ensuring compliance in a remote call center environment.
Responsibilities:
- Make meaningful contributions that fuel critical outcomes for complex government and intelligence projects
- Transform customer interaction data into practical business insights
- Drive performance improvements and strengthen compliance in call center operations
- Collaborate with operational leaders and adjacent departments
- Conduct weekly audits of customer interactions to fortify QA compliance
- Utilize MS Excel for data analysis and trend identification
- Compose high-level communications and presentations
Requirements:
- 2+ years of call center experience with quality assurance exposure in a healthcare environment
- Strong analytical, critical thinking, and problem-solving skills
- Excellent listening, verbal, and written communication capabilities
- Bachelor of Arts/Bachelor of Science
- Intermediate computer literacy with expertise in MS Office (Excel, Word, PowerPoint)
- Strong understanding of compliance requirements (e.g., HIPAA, CMS guidelines)
- Familiarity with Medicare Secondary Payer rules
Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Flexible work weeks
- Medical plan options
- Dental plan options
- Vision plan
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel accident insurance
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