Quality Analyst

About Sagility Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member / patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. In office (El Paso) for training and nesting. Possibility of work from home post nesting Job title : Quality Analyst Job Description : We are currently hiring a talented Quality Analyst to join us in a remote, work at home role. Key areas of responsibility :

• Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.
• Completes established monitoring objectives in accordance with applicable SOP?s.
• Provides written and oral feedback to the Reps on all calls monitored.
• Completes daily statistical reports and spreadsheets according to standard procedure.
• Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
• Attends monthly department meetings to calibrate monitoring measurements.
• Notifies management immediately of serious infractions in a Customer Service Representative?s call quality.
• Follows all client SOP?s and applicable work-related guidance documents.
• Responsibilities may include taking Supervisory calls and escalations Skills / experience needed to be successful :
• High School Diploma or GED
• Demonstrated written and verbal communication skills
• Excellent time management skills
• Must be detail oriented
• Basic knowledge of PC applications for word processing, spreadsheet, etc
• Six months ? 1 year experience with call center or related field Salary- $16.00 hourly Sagility Offers Competitive Benefits Including :
• Medical
• Dental
• Vision
• Life Insurance
• Short-Term and Long-Term Disability
• Flexible Spending Account
• Life Assistance Program
• 401K with employer contribution
• PTO and Sick Time
• Tuition Reimbursement Join our team, we look forward to talking with you! An Equal Opportunity Employer / Vet / Disability Location : El PasoUnited States of America