Contact Center Quality Analyst jobs in Oakland, CA

The Quality Analyst is responsible for executing ongoing processes and special projects to ensure the accuracy and integrity of the SIGIS Eligible Product List.

Position Details:

• Full time, direct hire position: 40 hours per week, 6:30 am – 3:00 pm, Monday through Thursday and 6:30 am – 2:30 pm Fridays.
• Location – San Ramon, CA with some work from home subject to business needs. Anticipate 3 days in office, 2 days from home.
• Compensation: Salary plus benefits: Medical, Dental, 401k, HSA/FSA, Life and Disability Insurance

Essential Duties and Responsibilities:

• Eligible Product List
• Subject matter expert on IRS 213(d), 105 (b) and applicable guidance on product and service qualification as a medical expense.
• Integral part of the member submission process, pre-reviewing member submissions for data quality on description, manufacturer and UPC codes.
• During the product review process provides support to vendor partners, staff and review committee.
• Conducts period off cycle reviews of manufacturer groups and category groups to ensure consistency.
• Handle and resolve manufacturer questions.
• Escalation point for CSR’s inquiries for other member questions.
• EPL Member Education
• Respond to customer inquiries
• Research required information using available resources
• Handle and resolve customer complaints in partnership with manager
• Provide customers with membership and membership services support
• Provide customers with certification and 90% registration support
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Provide support on projects as needed
• Perform other duties as needed
• Backs up core Help Desk team members as needed

Minimal Requirements:

• Prior knowledge of IRS 213(d) and 105 (b) regulations
• Minimum 2 years data quality analyst experience
• Excellent analytical and problem solving skills
• Self-motivated, ability to work independently
• Must have strong work ethic and professional integrity
• Dependable with the ability to work in a dynamic environment with fluctuations in workload
• Ability to manage multiple priorities and deliverables
• Excellent writing skills, able to quickly compose clear and concise answers
• Excellent verbal communication skills
• Friendly, patient and professional phone demeanor
• Experience with Microsoft Excel, Word, Outlook, and PowerPoint required

Bonus Qualifications:

End user experience with web based query and reporting tools preferred

About the Company

The Special Interest Group for IIAS Standards (SIGIS) is a non-profit, membership corporation, that is responsible for the development and management of an industry standard to meet IRS requirements for operating an inventory information approval system (an "IIAS").

The SIGIS IIAS standards enable a broad range of participants in health benefit payment card transactions to implement consistent systems and processes for transaction processing and data retention. These companies include manufacturers, retailers, acquirer processors, payment card networks, issuer processors, and third-party benefit plan administrators.

Based in California, SIGIS provides a range of services to its membership with a focus on standards based industry solutions to support merchant acceptance of health benefit cards. SIGIS seeks to be a resource to its members on the changing regulatory landscape through communications, educational outreach and member support programs.

Job Type: Full-time

Pay: $90,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Yearly pay

Experience level:

• 2 years

Schedule:

• Monday to Friday

Experience:

• data quality analyst: 2 years (Required)

Ability to Relocate:

• San Ramon, CA 94583: Relocate before starting work (Required)

Work Location: Hybrid remote in San Ramon, CA 94583