Summary

Join our team as a Bilingual (Spanish) Service Center Quality Analyst to work along with our Servicing Team! The Quality Assurance Analyst will monitor inbound and outbound call, chat and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall client/customer’s experience.

Requirements

Fluency in Spanish required (both written and spoken)
Prior experience in the Healthcare industry (familiar with revenue cycle management and billing)
Call Center Experience required
Prior experience in training and/or developing policies and procedures
Experience navigating electronic medical systems
Familiarity with quality assurance methodologies and metrics is a plus
Ability to show empathy and passion for outstanding customer service
Excellent verbal and written communication skills
Exceptional problem solving and critical thinking skills

Responsibilities

Monitor, evaluate and score inbound/outbound calls against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee/vendor/client communication sessions, and/or creation of communication tools
Supports and communicates business goals, quality standards, processes, procedures and policies
Participate in quality assurance initiatives, such as developing training materials, conducting audits, and implementing process improvements
Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
Conduct/Lead training sessions
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Provides performance expectations, action plans and development plans to improve call quality
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

Benefits

Salary Range*: $58,656 - $67,450
This role is also equity eligible
This role offers a competitive benefits and wellness package
A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of PTO per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
Diversity initiatives that encourage Cedarians to bring their whole selves to work, including the Cedarian Advisory Group (a cross-functional cohort focused on increasing internal inclusiveness at Cedar) and three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally

Carolinas Investment Consulting is hiring a Quality Analyst