Quality Analyst

hace 1 semana

San Vicente Ferrer, Colombia UnitedHealth Group A tiempo completo

At Optum Global Advantage, we built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do **your life’s best work.sm**
Quality Analyst (QA) is responsible for evaluating the quality of the operation's performance. The QA will monitor inbound and outbound calls to evaluate associate behavior, technical accuracy, customer service performance and compliance with company policies and procedures. This individual will help develop, create and implement call center quality processes and procedures; as well as recommend improvements to training materials needed to enhance the overall customer experience.

**Main Responsibilities**:

- Perform quality audits.
- Review surveyed calls according to NPS / UES.
- Track, consolidate and report the following:

- QA analysis and performance.
- NPS analysis and performance
- Target Audit analysis and performance
- Coaching to complete other compliance tasks
- Playbook or Action Registry update and completion
- Create, prepare materials, and present to the team during the following events:

- Performance call
- Call listening sessions
- Calibration sessions
- Business review
- Other customer calls / meetings

**Formal Requirements**:

- 2+ years of college or equivalent work experience.
- 2 year of work experience as Quality Analyst or similar position.

**Required Skills**:

- Excellent verbal, written and interpersonal communication skills.
- Excellent customer service skills and dedication to providing exceptional customer service.
- Must be a self-motivator and self-starter
- Focus on quality and customer service
- Exceptional analytical and listening skills
- Strong time management skills
- Must be able to deal effectively with people at all levels within and outside the Company
- Creative ability and writing proficiency
- Ability to multi-task and operate successfully in a fast-paced team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, Excel)

**Nice to have**:

- Previous experience conducting Quality/Audit to calls in a sales account and/or line of bussiness.

**Keywords**:Quality, QA, Quality Analyst, BPO, Call center, Bogota, Colombia.

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