Call Center Quality Assurance Analyst
Vitals HQ, Lyndhurst, NJ

Join Vitals today and help us to empower everyone to shop for their health care like an expert. There are no companies better positioned to do this than Vitals and we’re looking for passionate product professionals to execute on this mission.

We do this by creating an efficient health care marketplace for consumers – making them aware of the cost, quality, and availability of health care provider options. We bring together the pieces needed for consumers to become experts – actionable data, digital tools, analytics, search algorithms and cash incentives, saving them meaningful dollars in the process. We deliver these capabilities to America’s health plans, an enterprise market that we see as the best opportunity to affect the greatest amount of change in health care.

We’re seeking a Quality Assurance Analyst whose main responsibility will be to evaluate and assess the accuracy and conformance of quality standards of our call center, known as our Personal Assistant Team, which assists SmartShopper members in finding the most cost-effective, high-quality health care.  

In this position, you'll be responsible for:

  • Performing Personal Assistant call monitoring and evaluations, utilizing 8x8 quality monitoring system
  • Compiling and tracking performance at the team and individual level (strengths and challenges)
  • Updating and modifying evaluation form, including the weighting for each expectation
  • Creating, generating and distributing weekly and monthly reports to the Personal Assistant Leadership Team
  • Reporting on consistent team challenges and working with Training Manager to identify training needs at both individual and team level
  • Fielding requests to pull specific call records from the call recording system (8x8) and providing reports of findings
  • Participate in weekly and monthly meetings
  • Answering a low volume of phone calls on a daily basis to better understand the nature and experience of Personal Assistant Team call center
  • Assisting in preparing development plans

You might be a good fit if you have:

  • 3 – 5 years Call Center Experience (health care knowledge a plus!)
  • Bachelor’s Degree
  • Excellent verbal, written and interpersonal communications skills
  • Focus on quality and customer service
  • Must be proficient with Microsoft Office (Word, Excel)
  • Experience with phone/call monitoring systems (8x8 experience a plus!)
  • Exceptional listening and analytical skills
  • Motivated and goal oriented
  • Must be able to interact effectively with all levels of the organization
Vitals is an equal opportunity employer and does not discriminate on the basis of any legally protected class, including without limitation, race, color, religion, sex, gender, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, and disability. If you need assistance or an accommodation in the hiring process we're more than happy to accommodate.