Quality Analyst

Quality Analyst

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

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!

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

Work@Home USAUnited States of America