Position Title:  Analyst - Member Care Quality

Reporting Manager Title: Manager – Contact Center Operations

Essential Duties and Responsibilities:

• Uses quality monitoring data management system to compile and track performance at a team, individual and department level.
• Creates weekly and monthly reports to show the number of calls scored and average scores.
• Performs root cause analysis on missed quality goals. Develops and recommends action plans to reduce or eliminate root cause and improve operational performance.
• Review Member Care Member Survey results and listen to calls associated with results scored lower than satisfied rating.  Findings are provided to Member Care leadership team and call out to member is done if necessary.
• Coordinates and facilitates call calibration sessions for the Member Care Contact Center leaders.
• Stays current with relevant guidelines and policies for the Member Care Contact Center.
• Performs all job duties according to Member Care Contact Center policies and procedures.
• Assists with special projects and other duties as assigned.
• Conducts all assigned job duties in a timely and productive manner.
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.

Minimum Qualifications:

(Education, Experience, Knowledge, Skills, and Abilities)

Education

High school diploma or equivalent experience

Experience

One to two years of call center environment and supervisory experience.

Knowledge, Skills, and Abilities

Knowledge of technology including core systems , phone systems, e-mail programs, and word processing programs. Basic knowledge of relevant Computer software including Internet, Intranet, and Microsoft Word and Excel. Ability to establish and maintain effective working relationships with a diverse group of people. Ability to communicate effectively both verbally and in writing. Exhibits strong leadership skills. Regular attendance is an essential function of this position. This means that the employee is required to report to work on time and must remain at work during all scheduled hours.

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 

Physical Demands and Work Environment: