BroadPath Healthcare Solutions is immediately hiring remote, work from home, Call Center Experienced Quality Analysts. Our Quality Analysts are responsible for ensuring compliance and production standards are consistently maintained. The QA will partner with the supervisor to evaluate team members based on QA trend reporting to provide effective coaching/feedback to agents where applicable. QA’s will be expected to measure daily team performance and quality standards based on established call center metrics and benchmarks. As a work from home associate, BroadPath will provide you with a Laptop, 4 Port USB Hub, Bhive Web Camera and USB Headset.
Responsibilities
- Evaluate recorded calls to identify areas of service delivery that did not meet performance standards
- Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
- Provide timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
- Collaborate with Quality team to maintain quality standards and ensure proper evaluation methodology
- Ensure compliance with BroadPath, Client, and HIPAA regulations
- Review and Agree to BroadPath’s Bhive Agreement
- Participate and Collaborate in BroadPath’s Bhive Engagement Platform
Required Qualifications
- Minimum of one year of recent experience in a dedicated role as a Call Center QA
Basic Qualifications
- Experience measuring employee performance including coaching to call center metrics
- Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
- Excellent verbal and written communication skills
Are you fluent in another language? We are hiring:
- Bilingual (Spanish & English)
- Bilingual (Mandarin & English)
- Bilingual (Cantonese & English)
- Multilingual (Mandarin/Cantonese & English)
- Non-bilingual (English only)
Our Recruiting Process:
Apply > Qualify > Skill & ISP Speed Test > Interview > Background/Drug Test > Preboarding Paperwork > Start!
Job Types: Full-time, Temporary
Salary: $15.00 to $18.00 /hour
Experience:
- quality assurance program: 1 year (Required)
- listening to and scoring live and recorded calls: 1 year (Required)
- dedicated Call Center Quality Analyst: 1 year (Required)
Work authorization:
Work Location:
Employment Length:
This Company Describes Its Culture as:
- Detail-oriented — quality and precision-focused
- Innovative — innovative and risk-taking
- People-oriented — supportive and fairness-focused
- Team-oriented — cooperative and collaborative