Quality analyst

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics.

Wellfleet works to protect people against risk throughout every stage of life - from grade school to college to the workplace.

Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation's leading providers of health and accident insurance products to the higher education market.

Join our rapidly growing and fast paced health insurance organization in the Springfield, MA area.

The Customer Service Quality Analyst is responsible for customer service quality review practices and processes to facilitate sustainable, measurable, continuous process improvement at the individual and department level that results in high quality customer interactions, improved financial performance and increased customer satisfaction, while consistently meeting internal control standards.

In this role, you will...

• Audits calls and emails for quality in compliance with Wellfleet's policies and procedures. Makes recommendations to improve quality, workflow processes, policies, and procedures.
• Listens to recorded calls and logged call notes to assess quality delivery of call content and soft skills.
• Reviews emails and logged notes to ensure timely and accurate delivery of responses.
• Assists in quality review sessions with staff on any trends identified and contribute to monthly trend reports.
• Provides feedback to supervisors and managers related to quality.
• Assists with preparation of internal and external quality reports for management staff review.
• Works in collaboration with the Customer Service Leadership Team to develop and create content in support of training goals.
• Assists and supports customer service training efforts including reviewing materials, scoring exercises and quizzes and scheduling call shadowing.
• Perform other duties as assigned, or as the situation dictates.

We are looking for candidates with...

• Bachelor's degree in healthcare, business, or related field, or 4 years of experience in health plan customer service with thorough understanding of benefits and policy interpretation, or equivalent combination of education and experience
• Excellent verbal and written communication skills
• Mature, responsible, and dependable with exceptional attention to detail
• Strong analytical, judgement / critical thinking, decision-making and problem-solving skills.
• Excellent organization skills
• Excellent interpersonal skills
• A strong work ethic and sense of responsibility for your teammates and our members
• Excellent computer proficiency skills
• Strong ability to multitask while maintaining integrity and quality of service
• A strong understanding of health insurance products serviced at Wellfleet
• A strong understanding of health insurance call center business practices
• Call auditing or extensive customer service experience required

Why Wellfleet?

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.

Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible / dependent care spending account, tuition reimbursement, and business casual dress.

Are you interested in exploring a career at Wellfleet? Explore our open positions.

General :

Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. #LI-KS1 #LI-SS1 #LI-Hybrid

Last updated : 2024-03-05