Quality Analyst

Cedar is seeking a Bilingual (Spanish) Service Center Quality Analyst to work along with our Servicing Team! The Quality Assurance Analyst (QA) is responsible for our full service customers.  The QA will monitor inbound and outbound call, chat and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall client/ customer’s experience.

Our ideal candidate will get the chance to become an industry subject matter expert, gain exposure to different functions throughout Cedar’s internal teams, and have the opportunity to work with and guide a highly collaborative team!

Responsibilities

• Monitor, evaluate and score inbound/ outbound calls against established quality assurance instruments and standards
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate, as needed, in calibration sessions, employee/ vendor/ client communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes, procedures and policies
• Participate in quality assurance initiatives, such as developing training materials, conducting audits, and implementing process improvements.
• Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
• Conduct / Lead training sessions
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
• Provides performance expectations, action plans and development plans to improve call quality
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

Required Skills & Experience

• Fluency in Spanish required (both written and spoken)
• Prior experience in the Healthcare industry (familiar with revenue cycle management and billing).
• Call Center Experience required
• Prior experience in training and/ or developing policies and procedures
• Experience navigating electronic medical systems.
• Familiarity with quality assurance methodologies and metrics is a plus
• Ability to show empathy and passion for outstanding customer service.
• Excellent verbal and written communication skills.
• Exceptional problem solving and critical thinking skills

Compensation Range and Benefits

• Salary Range*: $58,656 – $67,450
• This role is also equity eligible
• This role offers a competitive benefits and wellness package