Quality Analyst

Job Title

Quality Analyst (Remote, Work at Home)

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.

• 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.
• Responsibility may include taking Supervisory calls and escalations.

• 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.

• 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.

Work@Home, USA

Sagility is proud to be equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.