Job Description

At BroadPath, we bring together top talent and innovative solutions to transform the way work gets done in healthcare. We are seeking a Quality Assurance Analyst to join our team of professionals dedicated to excellence in service delivery. In this fully remote role, you will be responsible for monitoring and evaluating customer interactions to ensure performance standards are met and regulatory guidelines are followed. The ideal candidate is detail-oriented, thrives in a fast-paced environment, and is passionate about continuous improvement.

• Consistent analysis of quality metrics at an individual, team, and organizational level
• Provides timely and effective feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
• Participates and/or host various meetings with Call Center Operations, Call Center Leadership, Agents and Clients regarding observed performance trends
• Suggest and implement initiatives to assist in improving project performance
• Provides constructive & effective feedback to Agents & Call Center Operations
• Drives alignment between the Internal team, Operations Supervisors, and trainers
• Coordinates with fellow quality analysts to ensure project, company and client goals are met
• Create or develop job aids or tips on performance trends
• Update reports, deliver trending data and collaborate with Operations/Quality/Training on developmental actions

• Strong contact center background and a dedication to quality & improvement
• Demonstrates ability to work effectively independently and in a team environment with little supervision
• Ability to communicate effectively & professionally, both orally and in writing
• Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)
• Meticulous attention to detail in all facets of the job
• Multi-tasking, time management and prioritization skills
• Must have professional and effective presentation and facilitation skills
• Ability to identify opportunities for improvement in our processes & struggles with our associates
• Ability to deliver positive and negative feedback effectively to a variety of audiences with sensitivity and confidentiality
• Organized and attentive to detail

Preferred Experience:

• Previous successful work at home experience
• 1-3 years customer service experience, demonstrating superior performance
• 1 year quality analyst experience or equivalent
• 1 year experience in client facing role

At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!

Equal Employment Opportunity/Disability/Veterans  

If you need accommodation due to a disability, please email us at HR@Broad-path.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process  

BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.  

Compensation: BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.  

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