Quality Analyst

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

A Call Center Quality Analyst is responsible for monitoring and evaluating customer service interactions, ensuring adherence to company policies and standards. Provides feedback to agents, analyze data to identify trends, and collaborate with management to enhance overall service quality. Additionally, they may develop and/or facilitate training programs and contribute to process improvement initiatives.

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities: 

• Monitor and assess customer service interactions for compliance with established standards and policies
• Conduct regular evaluations of phone calls, chat sessions, and emails to ensure quality service delivery
• Provide constructive feedback and coaching to customer service representatives based on performance evaluations
• Analyze data and metrics to identify trends, patterns, and areas for improvement in customer interactions
• Collaborate with call center management to develop and implement quality improvement initiatives
• Assist with training programs to enhance the skills and knowledge of customer service agents
• Create and maintain documentation outlining quality standards, procedures, and best practices
• Collaborate with other departments to ensure consistent application of quality standards across the organization
• Generate reports on key performance indicators (KPIs) and present findings to management
• Participate in calibration sessions to ensure alignment in evaluation practices among quality assurance team members
• Stay updated on industry trends and best practices to continuously improve quality assurance processes
• Conduct root cause analysis of quality issues and recommend corrective actions
• Foster a culture of continuous improvement and customer-centric focus within the call center
• Communicate effectively with team members, management, and other stakeholders regarding quality initiatives and findings

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications: 

• Associate degree or 5+ years of experience in IT support and/or QA industry 
• 5+ years of customer service experience
• 3+ years of experience in technical proficiency in a Helpdesk and Call Center capacity
• 2+ years of experience with QA Monitoring tools
• 2+ years of experience working in compliance
• 2+ years of experience in data analysis and reporting
• 1+ years of experience as a Subject Matter Expert in HSIDL1.5 processes, policies, and compliance requirements with Call Center and IT Support experience
• 1+ years of experience working on process improvement, documentation, training and coaching
• 1+ years of experience working in a remote environment

Preferred Qualifications:  

• Proven solid attention to detail
• Demonstrated problem-solving skills
• Proven clear and concise communication skills, both written and verbal
• Proven solid collaboration skills
• Ability to manage time and tasks independently
• Demonstrated adaptability

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

    

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $71,200 to $127,200 annually based on full-time employment. We comply with all minimum wage laws as applicable. 

    

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 

    

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

     

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

   

     

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

    

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

    

   

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