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Wellfleet · 1 day ago

Customer Service Quality Analyst

USA

Full-time

Hybrid

Mid Level

$58K/yr - $68K/yr

3+ years exp

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance. They are seeking an experienced Customer Service Quality Analyst to support the student health team, focusing on customer service quality review practices and continuous process improvement.

Employee BenefitsHealth CareInsuranceInsurTechLife Insurance

Responsibilities

Audit calls and emails for quality, in compliance with Wellfleet’s policies and procedures

Make recommendations to improve quality, workflow processes, policies, and procedures

Use quality monitoring data management system to compile and track performance at team and individual level

Listen to recorded calls and logged call notes to assess quality delivery of call content and soft skills

Review emails and logged notes to ensure timely and accurate delivery of responses

Assist in quality review sessions with staff on any trends identified and contributes to monthly trend reports

Assist with preparation of internal and external quality reports for management staff review

Provide feedback to supervisors and managers related to quality

Work in collaboration with the Customer Service Leadership Team to develop and create content in support of training goals

Maintain a strong knowledge of all Wellfleet benefit plans and procedures to serve as a resource to the Customer Service team members to assist with first call resolution through timely responses to their questions and issues

Monitor CSR chat and ensure timely and accurate responses

Be responsible for diffusing and resolving escalated calls with a sense of urgency

Assist and support customer service training efforts including reviewing materials, scoring exercises and quizzes and scheduling call shadowing, as requested

Perform other duties as assigned

Qualification

Call auditingCustomer service experienceAccidentHealth insuranceMS Office SuiteAnalytical skillsVerbal communicationWritten communicationInterpersonal skillsProblem-solvingOrganizational skills

Required

Bachelor's degree in healthcare, business, or related field, or 3+ years of experience in health plan customer service with thorough understanding of benefits and policy interpretation, or equivalent combination of education and experience

Call auditing or extensive customer service experience required

Excellent verbal, written and interpersonal communication skills

Responsible, and dependable with exceptional attention to detail

Strong analytical, judgement/critical thinking, decision-making and problem-solving skills

Strong organizational skills and the ability to manage multiple tasks with competing priorities in a fast-paced environment

A strong work ethic and sense of responsibility for your teammates and our members

Strong ability to multitask while maintaining integrity and quality of service

A strong understanding of accident and health insurance products

Strong analytical, critical thinking skills

Outstanding attention to detail with the ability to problem-solve escalations

Self-motivated with the ability to work independently, with very little supervisory direction

Proficient in MS Office Suite, specifically Word, Excel, PowerPoint, and Outlook