Job Title:  QA/Call Insight Analyst 

Reports To: Manager, Contact Center Operational Excellence 

Job Summary: 

The QA/Call Insight Analyst will be the point role in reviewing data provided by the CCaaS systems. They will review call data in both Balto and Ring Central to determine best practices for agents. They will work directly with operations leadership to provide insight on agent behavior to improve both the agent experience and the patient experience. They will prepare information dossiers for supervisors on underperforming agents and provide coaching insights to improve call center metrics. 

Job Duties and Responsibilities: 

• Review agent data trends 

• Balto 

• Ring Central Auto Response 

• Utilizing call data from Ring Central quality platform to provide insight to operations leadership 

• Customer Satisfaction Surveys 

• Monitoring an Analysis 

• Monitor call center metrics and service levels 

• Performance Evaluation 

• Evaluate agent performance 

• Identify areas for improvement 

• Provide feedback to operational leadership 

• Operational Leadership Partnership 

• Work in tandem with operational leadership to identify underperforming employees and provide data-based insight on how to improve agent metrics 

• Decrease instances of Schedule Inquiries by identifying agents not following proper protocols or behaviors and relaying information to operations leadership 

• Cross Functional Brand Support 

• WellNow 

• Support scheduling agents 

• Future brand and business line additions 

Minimum Qualifications: 

• High School Diploma 

• 3+ years in a contact center support role 

• Strong Analytical and problem-solving skills 

• Identifying trends and developing solutions 

• Excellent communication and Interpersonal skills 

• Proficient in Microsoft Suite 

Preferred Qualifications: 

• 5+ years in call center support role 

• Advanced knowledge of contact center protocol and best practices 

• Advanced knowledge of CCaaS systems