Quality Assurance Analyst
The position requires proficiency in US English and Spanish as well as knowledge of dental terminology and practices.
Evaluate all call center and referral employees to ensure they are delivering the highest level of service to the customer and act as a change agent to improve the quality of the customer service provided.
- Conduct quality reviews and audits to identify strengths and deficiencies, ensuring call accuracy, regulatory compliance, and overall superior customer service. All results will be recorded using the call quality program guidelines and quality monitoring system.
- Responsible for creating, updating and maintaining dashboards as required.
- Develop and produce statistical reports, identify weaknesses in procedures or processes and identify training needs. At a minimum, each seasoned employee will be evaluated five times each month and new employees will be evaluated at least ten times each month for the first four months of employment. Specific client requirements will be accommodated as appropriate.
Qualifications:
- High School Diploma or equivalent
- Minimum one year of auditing/quality review experience
- Minimum two years of call center experience
- Minimum two years of dental experience (knowledge of dental terminology and practices)
- Requires good written communication skills, and the ability to communicate effectively with employees at all levels of the organization, both orally and in writing.
- Intermediate knowledge of Microsoft Office products, specifically Excel and Access
- Excellent listening skills to evaluate calls
- Excellent verbal and written communication skills
- Outstanding customer service skills
- Able to be diplomatic and professional when coaching staff
- Able to identify areas of weakness through quality monitoring
- Capable of recommending solutions
- Capable of creating reports and performing analysis on evaluation data
- Minimum typing speed of 45 wpm
- Able to work independently or as a team member
- Able to foster a team environment and motivate staff to achieve success
- Capable of meeting deadlines and adjusting priorities as required
In addition to a base salary we offer excellent benefits including medical, dental, vision, disability, life insurance, a 401(k) company match, paid holidays, and paid time off.
LIBERTY Dental Plan is a Dental Benefit Corporation headquartered in Irvine, CA. Celebrating 10 years of service, we are one of the nation’s fastest growing dental plans with a robust and advanced infrastructure which includes one of the most comprehensive Quality Management and Improvement Programs in the nation. LIBERTY Dental Plan provides a very unique combination of accountability (service), availability (management involvement) and competitive pricing (affordability). We provide dental programs to employer groups, individuals, associations, Labor Unions, Taft Hartley Trust Funds, municipalities and government sponsored programs.
To view additional job opportunities and to learn more about LDP visit our website at www.libertydentalplan.com.