New

Member Engagement QA Analyst

Remote

How will this role have an impact?

As a QA Analyst you will be primarily responsible for reviewing, identifying and reporting trends and outcomes with the quality of agent phone calls to customers. Using pre-defined criteria they will analyze quality assurance metrics, as well as partnering with Management teams regarding the outcomes of the reports and recommended staff education. Additional responsibilities may include identifying training opportunities across individual agents, as well as the entire team as it relates to call quality. 

This role will report to our Member Engagement QA Manager.

Responsibilities:

  • Utilizing AI assisted QA, help increase QA output and review 100% of all interactions
  • Analyze data generated by QA solution platforms to provide insights and recommendations for enhancing customer interactions and agent performance.
  • Ensure compliance with company policies, industry regulations, and best practices by identifying and addressing potential issues in customer interactions.
  • Generate reports and dashboards to track and communicate QA performance, highlighting areas of improvement and success.
  • Research additional business KPIs and initiatives through reporting and moment building
  • Assist with onboarding new agents and retention of those newer agents
  • Process grievances on QA results submitted through the grievance process
  • Perform other responsibilities and duties periodically assigned by supervisor in order to meet reasonable operational and/or other requirements


Basic Qualifications:

  • Associates Degree; Bachelor’s Degree, preferred
  • Quality Assurance or Auditing experience required
  • 3+ years of proven experience working in a Quality call center/sales environment preferred, or similar role
  • Highly attentive, analytical, and detail-oriented
  • Critical thinker and problem-solving skills
  • Ability to act with autonomy and independence while fulfilling priorities and meeting critical deadlines
  • Strong interpersonal and communication skills to interact effectively with diverse groups of internal and external groups in a fast-paced environment
  • Experience with Google Suites, Verint, Observe.ai, SalesForce, and Five9 is a plus


As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make health care more personal, convenient and affordable.

The base salary hiring range for this position is $17.00 to $23.00. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners. 
 

About Us:

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make health care more personal, convenient and affordable.

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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