Quality Analyst

The Quality Analyst is responsible for monitoring and reporting on the overall quality of customer interactions; making improvement recommendations; assisting and collaborating with teams on recommended changes and improving overall quality of the customer experience.

Primary Responsibilities:

  • Analyzes/audits member interactions (phone calls, cases, emails, and internet inquiries) to identify areas of service delivery that did not meet pre-established performance standards within the service center.
  • Prepares standardized reports and analysis of development and training needs.
  • Provides structured and timely recommendations; verbal and/or written feedback to Quality and/or Client Service management.
  • Reports progress on problem resolution to management.
  • Collaborate with management to deliver effective training.
  • Performs mock calls with new hires post-training to determine readiness for moving into support.
  • Provide feedback through targeted group coaching sessions for CSR Tier II that address service quality deficiencies and/or improvement opportunities.
  • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all service center teams and sites
  • Uses service center tools to gather data and analyze trends or patterns effecting quality.
  • Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and customer experience.
  • Flexible to assist Service Center during high call volume and peak times with member phone calls to stay current on process and knowledge, as needed.
  • Performs other duties as assigned.   


  • High School Diploma/GED; Technical school or College degree preferred
  • Minimum 2 years Benefits Administration, Health or Life insurance customer service, or  Quality Assurance experience
  • Strong verbal and written communication skills required. Bi-Lingual a plus.
  • Working knowledge of Microsoft Office suite
  • Strong attention to detail and accuracy
  • Experienced time management skills, including the ability to run many projects    simultaneously
  • A sense of urgency and ability to priority to meet deadlines
  • Good organizational skills
  • Ability to be flexible and work under pressure to meet strict deadlines in a team  environment
  • Must be a self-starter
  • Strong interpersonal, verbal, writing and analytic skills
  • Excellent attendance and punctuality are essential
  • Ability to read, write, and verbally communicate effectively in English
  • Ability to maintain confidential and sensitive information
  • Ability to understand and follow instructions

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