Now Hiring - United Faith Ministries, Inc. - Healthcare Entry Level Processing/ Call Center Quality Monitoring in Santa Ana, CA

Full description of the position

Position is in office Tuesday and Wednesday and remote Monday, Thursday, Friday.

We are searching for a qualified applicant for our Call Center Quality Analyst Role. The Quality Analyst is in charge of evaluating the efficiency of each customer care professional. Quality assurance checks on phone conversations, emails, chats, and all interactions with the client are performed by the analyst. Customer contact activities are reviewed and graded for technical perfection, adherence to rules and procedures and apparent soft skills. The analyst may provide measures to assist in determining the customer’s overall experience with the contact event. Audits and access recorded voice calls, live calls, messages, Rep interactions and chat discussions against specified agent performance and make sure performance is to company standards. The day-to-day work involves careful inspections and the enforcement of quality standards.

Primary Responsibilities

· Maintain and develop internal support and call center quality standards

· Review /Audit support & sales agents’ conversations (calls, emails, chat, tickets, etc.)

· Assess support interactions based on internal standards

· Accompany evaluations with meaningful and constructive feedback

· Discuss, Explain, and report feedback with leadership team in regular meetings

· Map the need for training on those that are consistently not reaching standards

· Monitor Sales and Service performance on the agent and team level

· Create reports that reflect support performance

· Grade Calls

· Participate in calibration sessions to maintain consistency in evaluations

· Contribute to the team culture in a positive manner

· Following up with the appropriate channels when mistakes are found

· Secret Shopper Calls to sales and Service teams & audit

· Send out Client notices within proper timeframe (Age out, Declines etc.)

· Outbound calls to clients randomly based on interaction with the service team to get clients feedback

· Making sure pending requirements are fulfilled accurately and in a timely manner

· High Volume of tasks, Fast Paced Environment

· Outbound Calls as asked

· Take on other assignments and tasks as asked

Requirements

· Great Attention to Detail

· Experience in the Customer Service Call Center Space

· Great people skills and ability to communicate (negative) Feedback

· Good organizational skills, knowledgeable in goal-setting practices

· Problem-solving capabilities to create meaningful strategies to improve support quality

· Team Player

· Comfortable on phones and speaking with clients

· Excellent Customer service Skills

· Must be a self-starter and self-motivator

· Superb listening and analytical abilities

· Intellectual ability and writing competence

· Microsoft Office fluency required

· Must be able to react to changes quickly and shift priorities as needed

· Effective organizational and time management skills with the ability to work effectively and meet deadlines

· High level of reliability and encouragement

· Ability to do daily, weekly ,monthly reporting

· Time Management and can take direction from management

· Ability to multi-task and adapt to existing surroundings

· Meet all deadlines

· Ability to work independently

· Ability to handle pressure and work in fast paced environment

What we offer

· Competitive Salary with Team + Health, Dental, Vision, 403(b) and Total Rewards

· Ability to make important enhancements to the Healthcare industry

· Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere

About UHSM

Unite Health Share Ministries (UHSM) is a nonprofit, faith-based health sharing ministry that facilitates member-to-member health sharing among fellow Christians, serving as a connector to administer medical cost sharing. The UHSM mission is to help Christian families fulfill their God-given purpose to care for one another and to positively impact our communities. Headquartered in Norfolk, VA, UHSM takes a modern approach to health sharing that prioritizes holistic health and wellbeing. UHSM offers simple, fair, and friendly health share programs to its members. [please apply online] position. UHSM is an Equal Opportunity Employer. Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Santa Ana, CA 92707: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Hybrid remote in Santa Ana, CA 92707