Quality Analyst

hace 6 días

Bogota, Colombia Sutherland A tiempo completo

Sutherland is seeking a reliable and detail-oriented person to join us as a **Quality Analyst**. We are a group of driven and
hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience
to help us succeed, we want to work with you

**Quality Analysts get to**:
Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer
satisfaction
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs,
resolve issues, and meet expectations
Keep management updated: Relay important information in the form of timely and accurate reports
Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis
and/or keen observations
The Provider Quality Representative audits quality of calls from providers who call the Provider Call Center for assistance
on eligibility, benefits, claims status, check status, authorization requirements and status. Checks the quality of cases built
by other associates to ensure highest
level of quality. Decisions are typically focus on methods, tactics and processes for completing administrative tasks/
projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures,
processes and techniques, and works under limited
guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational
knowledge.

**Qualifications**:

- Bachelor’s degree
- Experience with process documentation
- Be able to work in MS Office
- Have advanced-level knowledge of Excel
- Be able to work in a fast-paced environment
- Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
- Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional

manner
- Ability to interpret assignments and understand department strategy
- Adaptable with the ability to thrive in a fast-paced environment with strong attention to detail
- Effective verbal and listening communication skills
- Experience making decisions and working independently with little supervision
- Must be passionate about contributing to an organization focused on continuously improving

consumer experiencesExperience in healthcare industry
- Previous Call Center experience

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