Quality Analyst

We are currently hiring a talented Quality Analyst to join us in a remote, work at home role.

Key areas of responsibility:

• Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.
• Completes established monitoring objectives in accordance with applicable SOP’s.
• Provides written and oral feedback to the Reps on all calls monitored.
• Completes daily statistical reports and spreadsheets according to standard procedure.
• Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
• Attends monthly department meetings to calibrate monitoring measurements.
• Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.
• Follows all client SOP’s and applicable work-related guidance documents.
• Responsibilities may include taking Supervisory calls and escalations

Skills/experience needed to be successful:

• High School Diploma or GED
• Demonstrated written and verbal communication skills
• Excellent time management skills
• Must be detail oriented
• Basic knowledge of PC applications for word processing, spreadsheet, etc
• Six months – 1 year experience with call center or related field

Salary: $16.00 hourly

Sagility Offers Competitive Benefits Including:

• Medical
• Dental
• Vision
• Life Insurance
• Short-Term and Long-Term Disability
• Flexible Spending Account
• Life Assistance Program
• 401K with employer contribution
• PTO and Sick Time
• Tuition Reimbursement

Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability