About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

A Call Center Quality Assurance (QA) Associate evaluates agent performance by monitoring and analyzing call interactions to ensure compliance with company policies and service standards. Key responsibilities include providing detailed feedback and coaching to agents, identifying trends to improve overall service quality, and maintaining client satisfaction through data-driven insights.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

• Monitor and evaluate interactions: Listen to recorded calls and review other forms of communications (chat, email) to assess agent performance against established standards, often using a scorecard.

• Provide feedback and coaching: Deliver constructive feedback to agents to help them improve their performance and participate in coaching sessions when needed.

• Analyze performance data: Track key metrics and analyze data to identify trends, areas of concern, and opportunities for improvement in agent performance and overall service delivery.

• Ensure compliance: Verify that agents adhere to company policies, procedures, and regulatory guidelines.

• Develop and improve processes: Recommend and help implement process improvements and training materials to enhance the client experience and operational efficiency.

• Collaborate with teams: Share findings and insights with Trainers, supervisors, and other departments to foster continuous improvement.

• Participate in calibration: Attend calibration sessions to ensure consistency in the evaluation process.

Required skills and qualifications

Experience: 1-3 years of experience in a call center or customer service environment, with previous quality monitoring or coaching experience preferred.

Communication: Excellent verbal and written communication skills are essential for providing clear feedback and writing reports.

Analytical skills: The ability to analyze data, identify trends, and solve problems is crucial.

Attention to detail: A meticulous approach is needed to thoroughly evaluate interactions.

Technical proficiency: Familiarity with call center software and quality monitoring systems is often required, as is proficiency with standard office suites like Microsoft Office or Google Workspace.

Problem-solving: Ability to identify issues and recommend effective solutions.

Empathy: The capacity to understand and be supportive when delivering feedback to agents.

Organizational skills: The ability to manage multiple tasks and priorities in a fast-paced environment.

Adaptability: The ability to adapt well to change and adjust priorities in a fast-paced, dynamic environment is a key asset.

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.