Quality Analyst-Benefits Verification

About the job Quality Analyst-Benefits Verification Key responsibilities :
Review and audit recorded communications (call and transaction) Provide process recommendation(s) based on the QA top drivers Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Compile and analyze QA data for TNA, historical data, and forecasting Knowledgeable in Training Needs Analysis (TNA), Competency-based training, ASSURE, and GROW-based Coaching (preferred but not required) Conduct Training Sessions and Administer Process Knowledge Check Experience: 2 year and above handling Healthcare account in a BPO industry Education: Graduate/Post Graduate Skills Strong MS Advanced Excel skills Excellent verbal and written communication skills required. Strong customer service and interpersonal skills Basic facilitation, research, and problem-solving skills preferred, but not required Ability to analyze data and derive actionable insights Client focused and solutions oriented; Good problem solving and analytical skills. Ability to use judgment to help analysts apply the most appropriate solution for complex client situations Ability to collaborate and work effectively with cross functional teams Self-learner interested in both the how and the why Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail Demonstrates ability to coach and provide feedback to analysts