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Mid LevelFull-time
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support QA Analyst to join Evry Health and support their customer support team. This role involves ensuring business operations, systems, and processes meet high-quality standards through in-depth quality audits on customer support calls and email cases.
Key Responsibilities
- →Perform a wide range of quality responsibilities aimed at maintaining service excellence and driving continuous improvement in the member/provider experience.
- →Listen to and score a minimum of 2-3 calls per CSR weekly, focusing on the accuracy of information given in each call and the professionalism displayed.
- →Audit 2 email support cases per CSR weekly to ensure all facets of the written response are accurate, the response is thorough and utilizes proper grammar/punctuation.
- →Become a subject matter expert (SME) in customer support, utilizing all tools and desk level procedures to guide evaluation of CSR performance.
- →Assist with training new customer support team members as needed.
Requirements
- ✓Minimum of 3-5 years commercial health plan experience
- ✓1-2 years’ experience performing the QA function in customer support
- ✓Solid knowledge of medical and insurance industry terminology
- ✓Excellent communicator, both verbally and in writing
- ✓Comfortable in a fast-paced, deadline-oriented work environment
- ✓Strong attention to detail and problem-solving skills
- ✓Proficient in Microsoft Office applications (Word, Excel, Outlook, OneNote)
- ✓Prior experience using a CRM, preferably Salesforce.
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