Quality Assurance Analyst – Call Center

We're committed to bringing passion and customer focus to the business. Job Description: Summary: This position audits agent calls to identify areas for improvement and develop strategies to optimize call center operations. The position is responsible for creating reports and presentations that communicate their findings to key stakeholders within the organization. This position also supports the business by identifying trends and opportunities for training. Essential Duties and Responsibilities: Audits agent phone calls using the QA Form Communicates Audit results to agents. Processes disputes following the approved process. Facilitates Call Calibration Meetings to ensure alignment. Tracks agent performance and reports to Patient Access Center Leadership Identifies trends and training opportunities. Track and report performance on the agent and team level Other duties as assigned. Location—The candidate can work in a Hybrid/Remote capacity in South Texas (Laredo, Corpus Christi, or Rio Grande Valley). The position will require individuals to be onsite for the first 30 days for training in the Edinburg, TX, area Qualifications: To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Ability to multitask in multiple systems (EMR, Other Systems) simultaneously. Analyzing call center data to generate valuable insights to predict customer trends. At least one year experience Analyzing data and reporting result. At least one year of experience with Excel. Track and report performance. Ability to work in a production-driven contact-center environment. Service focused. Experience as a call center representative. Must have a working knowledge of Windows-based computer environment. Strong written and verbal communication skills Extensive multitasking ability Education / Experience: Required: High school diploma or GED, Minimum one year in a contact center environment • Preferred: Two plus years of college (two years in a professional, customer service-driven environment may substitute for two years of college), completion of related medical certification Computer Skills: Knowledge of Microsoft Office Administrative Duties: Exercise discretion and independent judgment. Strong analytical and problem-solving skills. Work Environment: Office setting in Contact Center Environment. Ability to work under pressure. Ability to work well with large and diverse teams. Excellent internal communication skills. Physical Demands: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 25 lbs. Close vision and ability to adjust focus. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions of the job. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Alpine is growing, and we welcome new talent to our highly collaborative and diverse team. We are passionate about building a leading national organization that enables physicians to focus on the joy of practicing medicine, and supports the ongoing transition to value-based care for senior populations. Alpine brings this same level of passion to employee engagement, career development and progression. If this aligns with your career goals, then look no further. Grow with us!