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Quality Analyst - Telesales (Seasonal)

06/16/2018Call Center
Job Location:
Tucson, AZ
Metro Area:
- Nationwide -
Company Name: BroadPath Healthcare Solutions
6400 E Grant Rd, 350, 350
Tucson, AZ 85715
Contact Name:  Jennifer Hattaway
Phone: 5209793705
Fax: 5203425614
BroadPath Healthcare Solutions is hiring a Telesales Quality Analyst to work remotely. Delivering flexible, innovative, BPaaS support to health plans and healthcare providers since 2008, BroadPath has earned its top spot as a leader in supplying remote talent. We routinely provide surge support staffing during critically high volumes – our work is often seasonal and can often lead to steady state. Our proprietary software, Bhive, allows us to not only be a workforce innovator in our industry but to have a fresh approach on how we connect, manage and engage our employees. You’ll join our dedicated team of BroadPathers who have exceptional experience and are dedicated to driving and achieving quality results every day through our challenging Performance Based Rewards Program. Grow, succeed, and be a part of the BroadPath movement that changes the way we work while making a difference in the healthcare space. Come work remote with us! #WAH #RemoteWork #FJTop100


Evaluate recorded calls to identify areas of service delivery that did not meet performance standards
Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
Provide timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
Collaborate with Quality team to maintain quality standards and ensure proper evaluation methodology


The Quality Analyst is responsible for ensuring compliance and production standards are consistently maintained. The QA will partner with the supervisor to evaluate team members based on QA trend reporting to provide effective coaching/feedback to agents where applicable. QA’s will be expected to measure daily team performance and quality standards based on established call center metrics and benchmarks.
Experience with health plans plans in a telesales environment
Minimum of one year of recent experience as a call center QA (preferably measuring healthcare team)
Experience measuring employee performance including coaching to call center metrics
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
Excellent verbal and written communication skills
Ability to remain focused and productive each day though tasks may be repetitive


Previous successful work at home experience

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