NEW QUALITY ASSURANCE ANALYST (CALL CENTER/ HUB) JOB
IN USA, NJ, EAST HANOVER!

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Job Title: Quality Assurance Analyst (Call Center/Hub)
Location: East Hanover, NJ, 07936
Duration: 12 Months
Schedule Note-

· Role is based in East Hanover, NJ and is hybrid combining both onsite and remote work hours.

· Must be flexible on schedule and hours (8am – 5p, 9a – 6p ET)


· May be required and scheduled to work on Client US IM holidays as determined by business need.



Description:
• Call Center QA Analyst candidates may be experienced Team Leads, Supervisors or Trainers. Hub experience highly desired (Lash, McKesson, CareMetx, Asembia, Conduent). This is not a Quality Analyst position on the manufacturing side. This is a Call/Contact Center support role.
• This role is responsible for evaluating the performance of the people, processes and tools that deliver outstanding Contact Center performance.
• You will join a team of Quality Analysts assigned to support the Patient Support Center (PSC). The PSC is a Client managed, internal PSS Contact Center staffed by these customer facing roles: Reimbursement Specialist, Case Navigator and Intake Specialist.
• The role ensures consistent and compliant use of approved communication techniques, work process document (WPD) procedures by evaluating, scoring, coaching and delivering feedback to Case Management and Reimbursement team members.

This role evaluates agent effectiveness and compliance use of:
• Approved talking points, FAQs and knowledge articles
• Effective customer centric listening and satisfactory communication skills
• Accurate and efficient use of program process, job aids
• CRM and telephony-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples).

Education:
• High school diploma or GED required. Bachelor’s degree preferred.


Other Desired Requirements:
• 1 to 2+ years contact center or related performance monitoring experience
• Strong communication skills including active listening, providing detailed feedback, creating documentation, paraphrasing
• Working with monitoring systems such as Genesys, NICE, Verint or other solutions
• Proficient in MS Office applications specifically Excel, PowerPoint, Teams, Word
• Use of systems and resources to identify areas to improve agent processes and performance.
• Prior experience with Salesforce (CRM)
• Successful team player working across multiple teams (both remotely and onsite)
• Experience working in a PSS hub operation supporting reimbursement, case services
• Prior knowledge and experience with commercial and government insured patient reimbursement programs including copay, savings cards, vouchers, free trial offer and/or prior authorization, benefit investigation and verification, appeals, and payer policies and procedures with both pharmacy and medical benefit products.