Call Center Quality Analyst

Job Overview

This role involves analyzing customer interaction data in a Benefits Coordination & Recovery Call Center (BCRC) environment to drive performance improvements, ensure compliance, and enhance customer experience. The position focuses on quality assurance, analytics, and strategy, requiring analytical work with large datasets, trend identification, and precise documentation.

Responsibilities

• Conduct weekly audits of 50-60 interactions to maintain QA compliance standards and scorecards.
• Monitor Medicare beneficiary record corrections within 14-day maintenance timeframes.
• Draft clear, concise communications to support feedback and coaching for operational leaders.
• Collaborate with adjacent departments in 2-3 monthly meetings to review behaviors and training opportunities.
• Orchestrate bi-monthly calibrations with Call Center Leads using department templates for audit alignment.
• Participate in end-of-day huddles, training recaps, and ad hoc analysis to examine anomalies and performance opportunities.
• Utilize MS Excel for formulas, pivot tables, data modeling, and visualizations to analyze trends and optimize reports.
• Use MS Word to compose bi-weekly emails, call notes, and summaries of observations and recommendations.
• Design executive-level presentations in PowerPoint to translate expectations into visual narratives for stakeholders.

Qualifications

• Bachelor of Arts or Bachelor of Science degree.
• 2+ years of call center experience with quality assurance exposure in a healthcare environment, including understanding of Medicare Parts A, B, C, and D.
• Intermediate computer literacy with expertise in MS Office (Excel, Word, PowerPoint).
• US citizenship required.
• Professional experience working in remote environments.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent listening, verbal, and written communication capabilities.
• Ability to welcome, accept, and implement feedback constructively.
• Highly adaptable to working collaboratively in a team-oriented environment.
• Detail-oriented with ability to meet deadlines.