Customer Support Quality Assurance Analyst

Role Overview

• Perform a wide range of quality responsibilities aimed at maintaining service excellence and driving continuous improvement in the member/provider experience.
• Listen to and score a minimum of 2-3 calls per CSR weekly, focusing on the accuracy of information given in each call and the professionalism displayed. Is the CSR representing the Evry brand in each interaction?
• Audit 2 email support cases per CSR weekly to ensure all facets of the written response are accurate, the response is thorough and utilizes proper grammar/punctuation. All communications should be at the highest level of professionalism and reflect a willingness to assist.
• Become a SME in customer support, utilizing all tools and desk level procedures to guide evaluation of CSR performance. Propose documentation updates or changes to enhance the CSR experience.
• Assist with training new customer support team members as needed.

Requirements

• You have a minimum of 3-5 years commercial health plan experience
• You have 1-2 years’ experience performing the QA function in customer support and understand the criticality of the standards to be met.
• You have a solid knowledge of medical and insurance industry terminology.
• You are an excellent communicator, both verbally and in writing and can articulate and communicate complex topics to a broad audience.
• You can perform comfortably in a fast-paced, deadline-oriented work environment.
• You possess strong attention to detail and problem-solving skills with a high level of accuracy.
• You are not afraid to express new ideas or suggestions for improving processes.
• You are skilled at identifying and implementing tools to improve the QA process, including QA reporting and tracking mechanisms to allow easy identification of trends or quality issues.
• You collaborate with and support business and operational units across the organization.
• You are proficient in Microsoft Office applications Word, Excel, Outlook OneNote, etc.
• You have prior experience using a CRM, preferably Salesforce.

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance as well as life and disability
• Retirement savings plan with company match
• Generous time off/vacation
• Professional development opportunities
• Flexible and remote work environment