Call Center Quality Analyst

This is a hybrid opportunity based out of our Chesterfield, MO location.

What You'll Do:

• Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets
• Conduct patient interaction evaluations for Patient Services phone, chat and emails
• Conduct pharmacy workflow audits, such as Prior Authorization process adherence and data entry for the Hub
• Identify trends and opportunities to improve quality in patient interactions and workflow adherence. Communicate these opportunities to QA leadership or other pertinent stakeholders.
• Collaborate with agents, leaders, and other QA analysts to identify best practices, knowledge gaps and opportunities to enhance protocols, scripting, training and Knowledge Base articles.  
• Remain current on our products, protocols, scripting, new clients, features and departmental processes
• Participate and/or lead cross functional calibrations sessions to ensure consistency in grading and auditing practices.  
• Serve as a subject matter expert for assigned business segment(s), and function as the expert scoring interactions that others will be calibrated against. Facilitate discussions to explain rationale for scoring, actively listen and make recommendations as necessary to the appropriate scorecards to drive improvement in calibration scores 
• Cross train to be able to evaluate quality on other business segments as needed
• Complete other duties as assigned

What You'll Need: 

• High school diploma or GED required, Bachelor's degree strongly preferred
• Attention to detail with a knack for precision 
• Analytical and process oriented 
• Comfortable in a fast-paced environment
• Ability to work independently and as a member a team
• Confident, patient, respectful, and a clear communicator
• Passion for problem solving and troubleshooting  
• Technical aptitude and ability to navigate different systems