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Recruitment Fraud Notice

Quality Assurance Analyst - Remote

Louisville, Kentucky

Req ID 533230 Post Date Jan. 21, 2025 CategoryCompliance FacilityAccess Point
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Description

What you’ll do:

Responsible for evaluating the service provided by LBS Contact Center staff to clients/patients/customers. Evaluates telephone calls, chats, and email communication between Access Point team members and clients/patients/customers.Performs audits, deep dives, shadowing, and other activity to assure proper, efficient service is being provided.Reports results of such activity to Ops. Leaders and stakeholders on a daily, weekly, and monthly basis.Identifies trends in client interactions (positive and less than positive) and brings such to the attention of Access Point leadership.

The Quality Assurance Analyst will work closely with the Operations Management team.

Responsibilities:

  • Position serves both internal co-workers and external customers, clients, patients, contractors, and vendors.
  • Consistently executes tactics (evaluations, audits, deep dives, etc.) to ensure an optimal level of support is being provided to clients/patients/customers.
  • Reports and relays information related to quality to upper management as needed.
  • Ensures consistency and uniformity in quality monitoring program.
  • Serves as a subject matter expert of the program being evaluated (e.g. Centralized Scheduling), Quality Management systems, policies, protocols, procedures, etc.
  • Able to identify discrepancies and mistakes within documentation/procedures to ensure uniformity across all team members and roles.
  • Establishes professional and appropriate repertoire with Call Center leadership and other team members.
  • Responsible for delivery of feedback for all roles and responsibilities on a consistent, scheduled basis, as well as ad hoc.

Qualifications

What you’ll need:

Education: Bachelor’s degree or equivalent experience

Qualifications 

  • Customer Service and/or sales experience, preferably in a contact center environment
  • One year or more exposure to working remotely
  • Previous experience in a Quality Analyst function (preferred)
  • Wired High Speed internet with download speed of at least 100 MBPS and upload speed of at least 20 MBPS
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