QA Analyst - Customer Service

Job Family:

Business Operations

Travel Required:

None

Clearance Required:

None

What You Will Do:

The QA Analyst is responsible for identifying quality issues as they relate to operations of the customer service department. The Training/QA analyst will be required to quantify the impact of process breakdowns, provide realistic and actionable recommendations to remediate the identified quality issues, and recommend updates to quality audit templates and training materials. The analyst should be prepared to conduct training classes on operational improvement issues and trends and will be responsible for keeping management informed of quality trends and factors that may impact staff ability to maintain defined quality standards. Requirements for this position include a bachelor’s degree, one year of experience in a customer service/call center setting and exceptional customer service skills. Adult education experience, business office/revenue cycle operations, and Microsoft suite knowledge is preferred. The training/QA analyst reports to the Director of Operations, Customer Service & Self Pay.

Essential Job Functions:

  Is responsible for analyzing dialer performance research to determine effective dialing penetration and updating dialer scheduler/statistical adjustments as the need arises to ensure accounts are dialing per operational expectations

• Designs, builds, and tracks all dialer campaigns, automated messages, and interactive voice response platforms for optimal performance

• Interprets call reports, statistics, and outcomes for call center leaders through weekly/monthly reports and/or conference calls

•  Works closely with IS and vendor resources to guarantee data integrity and manage issues between dialer and all other impacted systems

• Collaborates with operational managers on real-time and long-term staffing model recommendations to satisfy call volume/demand needs; devises daily workforce deployment strategies

What You Will Need:

• Bachelor's degree or High School Diploma with equivalent work experience

• At least three to five years of experience in a customer service/call center setting

What Would be Nice to Have

• Working knowledge of business office/revenue cycle operations

• Adult education experience Working knowledge of Microsoft suite, including Excel, Visio, and Word

• Working knowledge of Microsoft suite, including Excel, Visio, and Word

• Exceptional phone and customer service skills

• Exceptional customer service skills including effective and efficient problem solving and analyzing skills.

• Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar

• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact

• Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving technique

• Attentive listening skills

• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.

• Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities

• Ability to interpret and apply reimbursement aspects of managed healthcare contracts

• Attentive listening skills

• Ability to clearly articulate a response to the customer using appropriate voice modulation

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program