| Company: | Universal Health Care
St. Petersburg, FL |
| Job Location: |
Jackson, MS (Hinds County) |
| Employment Type: | Full Time |
| Department: | Member Services |
Description: |
| The Quality Analyst will observe customer interactions with call center staff and provide feedback to management regarding improved performance and productivity in member and provider interactions, as well as general customer service. The Quality Analyst will be responsible for monitoring, evaluating, and scoring inbound and outbound calls against established quality assurance instruments and standards; partnering with training to share performance data drawn from quality monitoring and review, identifying potential training needs; and managing productivity to ensure completion of required assignments within given timelines. The Quality Analyst must possess a high school diploma and have 3 year quality analyst experience or equivalent in customer service work experience. The candidate must also have proficiency with Microsoft Office products suite, have a proven track record of looking at the big picture, taking initiative and implementing solutions to meet established goals, and have experience multi- tasking and coordinating multiple projects /programs and tasks. Universal Health Care Group offers a competitive salary, health, dental, and vision benefits, free gym membership, and 401k. If you are interested in an opportunity with a growing company, please submit your resume at http://univhc.iapplicants.com/. |
Duties: |
| Monitoring, evaluating, and scoring inbound and outbound calls against established quality assurance instruments and standards
Partnering with training to share performance data drawn from quality monitoring and review, identifying potential training needs
Managing productivity to ensure completion of required assignments within given timelines
|
Qualifications: |
| High School diploma or GED
Bachelors degree preferred
3 years quality analyst experience preferred or equivalent customer service experience
Working knowledge of MS Office suite
Experience with VISIO or other process mapping software preferred
Experience coordinating multiple projects/programs and tasks while successfully meeting deadlines
Ability to identify, evaluatem analyze, and interpret information and trends
Ability to work flexible schedule
Ability to work overtime as required |
