Evolent is looking for an Analyst, Quality Assurance (QA)
This position is integral to the Customer Service Organization (CSO) team
This individual will play a critical role in executing Evolent s mission by ensuring that customer service team members provide quality service in line with our objectives, values, and standards
The Analyst, Quality Assurance will report directly to the Director, Contact Center Performance and Workforce Management
This position is responsible for conducting audit activities of the Evolent CSO Contact Center
This includes utilizing the evaluation program which analyzes critical performance metrics and behaviors to maintain the high-quality customer experience we offer to our Health Plan partners and their members, providers, and other constituents
Responsibilities
The Analyst, Quality Assurance monitors and conducts audits with the aim to measure elements that have the highest impact to the CSO to ensure continued productivity, product knowledge, contact center operations and quality standards are met.
Analysts are required to meet established performance metrics.
Provides on-going feedback including formal one-on-one coaching and immediate feedback sessions with customer service agents; conducts collaborative feedback sessions with CSO leadership including Supervisors and Team Leads to reinforce learning and process improvement opportunities.
Works in partnership with operations leadership in improving performance in the contact center, analyzes and identifies opportunities for improvement from monitoring activities, provides actionable insight for performance improvement, and offers possible solutions.
Partners with Training and Development regarding training needs of new and/or current Customer Service team members; assists in the training on QA processes, proper call handling and maintaining call standards, requirements, expectations, and processes for contact center operations.
Conducts calibration sessions with CSO Leadership to further develop and coach team members.
Collaborates across the performance management team to ensure audits are consistent and accurate across the team.
Acts as a subject matter expert for areas handled by the contact center.
Accurately input statistical data into the QA reporting tools and assist with monthly compilation of data for client reports; reports statistical data and analysis on results.
Collaborate with other QA colleagues to improve the overall effectiveness of the QA process.
Bilingual QAs: Assist with assessment and evaluation of second language fluency of potential new hires.
Other duties as assigned.
Qualifications
Required
2-4 years of experience with customer service/call center operations within a managed care organization, health plan, or third-party administrator.
Possess analytical skills and can read and interpret data.
Ability to problem solve and formulate solutions.
Flexibility in handling multiple job responsibilities.
Organize and prioritize time and daily tasks.
Ability to multi-task and pay close attention to detail.
Ability to work independently and as a part of a team.
Ability to coach and mentor.
Ability to learn and utilize computer software, QA tools/applications and ACD systems to perform job responsibilities.
Excellent written and oral communication and presentation skills.
Demonstrates exceptional active listening and communications skills.
Preferred
Bilingual in Spanish and English.
4-6 years of experience with customer service/call center operations within a managed care organization, health plan, or third-party administrator.
2-4 years of QA, supervisory or equivalent experience supporting customer service, call center or related departments.
