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Quality Analyst - Indianapolis, IN or Lawrenceville, IL

01/09/2019Call Center
Job Location:
Indianapolis, IN
Metro Area:
IN - Indianapolis
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM  The  Quality Analyst will be responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance.   Primary Responsibilities: Analyze current sales processes and identify gaps or defects to improve overall effectivenessDefine / recommend process improvements to meet current and future sales needs/standardsEnsure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify / communicate opportunities for improvement)Ensure appropriate usage of available resources by agents to respond to callers (e.g., applicable scripts, Subject Matter Experts)Work directly with agents / staff to improve overall performance (e.g., focus groups)Define Quality Guidelines/programs to address identified issues and emerging business needs (e.g., newly acquired companies)Identify / anticipate future business needs based on changes in the internal and external environment, and provide recommendations to meet those needsPerform Quality Audits and analyze results to determine process improvement opportunitiesReview / monitor results of appeals work and escalate as necessary (e.g., complaints)Demonstrate understanding of applicable Sales Quality requirements/ guidelines (e.g., escalation procedures, use of SMEs)Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholdersDemonstrate understanding of specific workgroup roles / responsibilities (e.g., Call Center, Sales Operations, Compliance)Define policies and procedures for applicable Quality teams (e.g., randomization processes, auditor evaluation definitions, calibrations)Define / document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification / authentication) to support applicable sales processes and groups (e.g., agents, lead teams)


Required Qualifications: High School Diploma / GED or higherLife and Health license is required or must be obtained within 30 days of employmentExperience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables), and Microsoft Outlook (email and calendar management)2+ years of Customer Service experience analyzing and solving customer problemsAbility to travel for training as needed or twice a year. Less than 10% of time. Preferred Qualifications: Quality Monitoring experienceBachelor's Degree or higher Soft Skills: Strong communication and interpersonal skillsTeambuilding and strong problem solving skillsAbility to use discretion in providing direction to othersAbility to work in a fast - paced, team environmentAbility to develop and maintain effective working relationshipsAbility to act with a "customer comes first" attitude and deliver customer service that meets or exceeds customer expectationsAbility to communicate and execute management directives Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.   Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Provider Services, health care, office, phone support, training class, SME, Senior, SR, account, quote, quality, analyst, analysis, reporting, sales, Indianapolis, IN and Lawrenceville, IL
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