The Quality Analyst supports the telesales team by monitoring, evaluating, and providing feedback on agent interactions to ensure compliance with CMS guidelines and internal standards. This role requires strong attention to detail, a deep understanding of Medicare Advantage and Prescription Drug Plan regulations, and a commitment to continuous improvement. The ideal candidate thrives in a fast-paced, high-volume environment like AEP and plays a key role in identifying performance trends, coaching opportunities, and areas for process enhancement.
Duties and responsibilities
* Complete audits on departmental processes and interactions
* Provides timely and effective feedback to Quality Supervisor, Manager, and Departmental Leadership
* Recommends and implements initiatives to assist in improving departmental performance
* Participates and/ or host various meetings with Departments
* Promotes alignment between interdepartmental interactions and processes
* Create and develop job aids and/or tips to improve performance trends
* Update reports, deliver trending data and collaborate with Quality, Departmental Leadership and Training on performance improvement initiatives
* Coordinates with fellow quality analysts to ensure project, company and departmental goals are met
Skills and competencies
* Ability to communicate effectively and professionally, both verbally and in writing
* Proficiency in Microsoft Office applications including Excel, Word, and PowerPoint
* Strong presentation and facilitation skills
* Ability to deliver feedback effectively while maintaining professionalism, confidentiality, and sensitivity to sensitive information
* Strong organizational skills with meticulous attention to detail
* Demonstrated grit, resilience, and perseverance toward goals despite obstacles or distractions
* Ability to identify opportunities for process improvement and strengthen departmental collaboration
* Strong analytical and problem-solving skills
* Ability to manage multiple priorities in a fast-paced environment
* Ability to work independently and collaboratively across teams
Minimum education and experience required
* High School Diploma or equivalent
* Active resident Health Insurance Producer License
* Previous successful work from home experience preferred
* 2+ years of data analysis or equivalent experience preferred
* 1+ years of experience managing pivot tables/charts or equivalent experience preferred
* 1 year of quality analyst experience or equivalent preferred
* 1–3 years of customer service experience demonstrating quality excellence preferred
* 1 year of experience in a client-facing role preferred
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