Member Engagement QA Analyst

Summary

Join Signify Health as a QA Analyst and play a vital role in ensuring high-quality customer interactions. You will utilize AI-assisted QA tools to analyze agent phone calls, identify trends, and generate reports to improve performance. Partner with management to implement recommendations and identify training opportunities. This role requires a strong analytical mindset, excellent communication skills, and experience in a quality call center environment. We offer a competitive salary, comprehensive benefits, and opportunities for professional development. Bring your heart to work and contribute to a culture that prioritizes people and innovation in healthcare.

Requirements

• Associates Degree
• Quality Assurance or Auditing experience
• Highly attentive, analytical, and detail-oriented
• Critical thinker and problem-solving skills
• Ability to act with autonomy and independence while fulfilling priorities and meeting critical deadlines
• Strong interpersonal and communication skills to interact effectively with diverse groups of internal and external groups in a fast-paced environment

Responsibilities

• Utilizing AI assisted QA, help increase QA output and review 100% of all interactions
• Analyze data generated by QA solution platforms to provide insights and recommendations for enhancing customer interactions and agent performance
• Ensure compliance with company policies, industry regulations, and best practices by identifying and addressing potential issues in customer interactions
• Generate reports and dashboards to track and communicate QA performance, highlighting areas of improvement and success
• Research additional business KPIs and initiatives through reporting and moment building
• Assist with onboarding new agents and retention of those newer agents
• Process grievances on QA results submitted through the grievance process
• Perform other responsibilities and duties periodically assigned by supervisor in order to meet reasonable operational and/or other requirements

Preferred Qualifications

• Bachelor’s Degree
• 3+ years of proven experience working in a Quality call center/sales environment, or similar role
• Experience with Google Suites, Verint, Observe.ai, SalesForce, and Five9

Benefits

• Full range of medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Education assistance
• Free development courses
• Paid time off programs
• Paid holidays
• CVS store discount
• Discount programs with participating partners