Perform quality audit on calls done by the call center agents  Listen to the call and score the call based on quality forms provided Ensure that information provided during the call done by the agents are accurate Timely and accurate completion of standard and advanced quality forms, reports and analysis Complete ad hoc reports as requested Adhere to target call audits per agent per month Attend and participate in quality calibration sessions Provide immediate education, report error trends and propose action plans to mitigate errors, as needed Perform POC tasks, as needed and required Support call handling based on need / upon client request Document call observations in detail

Skills and Qualifications

Any college education (degree is preferred) Min of 2 years call center experience in a QA, Training or Team Coach capacity Call center experience handling member/ provider calls is preferred Familiarity with using various QA tools is an advantage Strong analytical skills with excellent attention to detail Strong communication skills Great team player with excellent interpersonal skills