Perform quality audit on calls done by the call center agents  The QA will 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 targeted call audits to be done per agent per month Attend and participates in quality calibration sessions Provide immediate education, report error trends and propose action plans to mitigate errors Perform POC tasks as needed / assigned Support call handling on need basis Document call observations in detail

Skills and Qualifications

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