Call Center Quality Analyst (Remote)

BALANCE STAFFING IS HIRING INTERNALLY

Now hiring a Call Center Quality Analyst to work remotely! Experience in Licensed Health Insurance highly preferred.

Proud to be nominated for:

2022 - Largest Staffing Firms in the US (by revenue) - Staffing Industry Analysts

2021 - Clearly Rated Best of Staffing for Client Satisfaction

2021 - Largest Staffing Firms in the US (by revenue) - Staffing Industry Analysts

2020 - Largest Staffing Firms in the US (by revenue) - Staffing Industry Analysts

Check us out on Glassdoor. We maintain a rating of 4.0 there.

This position is 100% remote but must sit in an eligible state.

PLEASE NOTE: This position is not available in the following states: North Dakota, Ohio, Washington, California, New York, Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Oklahoma, South Carolina, South Dakota, Vermont, Wyoming, DC, Virgin Islands, Puerto Rico.

Our Specialties

We are seeking a Call Center Quality Analyst to work remotely. You will monitor inbound and outbound calls to assess communication accuracy, customer service, and policy compliance.

Your Benefits

• Supportive, transparent, and collaborative leadership
• Competitive pay - $27-$30ph
• Medical, vision, dental coverage
• Life and accident insurance
• Additional computer/work equipment

Your Role

As a Call Center Quality Analyst, you will:

• Coordinate and facilitates call calibration sessions for call center staff.
• Review email responses to customers and provides trend data, quality reports, and feedback to Director, Member Connect
• Perform call monitoring and provides trend data, quality reports, and feedback to manager
• Participate in design of call / email monitoring formats and quality standards.
• Perform other duties as assigned
• Participate in customer listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Use quality monitoring data management system to compile and track performance at team and individual level.

Your Pay

Hourly: $27ph - $30ph

Your Experience

Your experience and skills will include:

• Outstanding customer service skills and dedication to providing exceptional customer care
• Solid time management skills
• 2-3+ years Call Center Experience - ideally in licensed health insurance during AEP season(s)
• Must be self-motivator and self-starter
• Must be proficient with Microsoft Office (Intermediate Word, basic Excel)
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Exceptional listening and analytical skills
• Must adapt well to change and successfully set and adjust priorities as needed
• Ability to multitask and successfully operate in a fast paced, team environment
• Focus on quality and customer service
• Creative ability & writing proficiency

Apply now!

Balance Staffing is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity Veteran status, or any other characteristic protected by federal or state law.