Customer Service Quality Analyst

: Overview:

Here we grow again!

Wipro is seeking individuals who combine excellent problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team. Wipro is a leading global IT solutions and services company with over 240,000 dedicated employees serving clients across multiple continents and 66 countries. We offer a strong compensation package that includes competitive pay and day one benefits. Wipro also offers many opportunities for career advancement within our engaging and exciting culture.

On site 3701 Boardman Canfield Rd., Bldg. B, Canfield Ohio 44406

Work authorization: US Citizen or Green Card only

No relocation

The Customer Service Quality Analyst is responsible for working with a team of Call Representatives who answer in-bound calls from members and providers responding to questions about their medical, dental and vision benefits. Quality Analysts are responsible for monitoring quality and adherence goals of their team, assisting in developing training needs and working through escalated calls. This team member plays a key role in the Operations team and is an advocate for both the member as well as the associate. Quality improvements are often taken from feedback of the front line, and this team member would need to be able to both provide suggestions/feedback on improvements as well as help in the deployment and adoption of those enhancements. :

• High School/GED required
• Demonstrate skills in problem solving and benefit plan internpretation
• Knowledge of CPT codes, ICD10 codes and medical terminology
• 2+ years working in health care (preferable in Customer Service or Quality roles)

Roles & Responsibilities:

• Listen to call recordings and provide scoring to each call that aligns with score care guidelines
• Share feedback with associates as well as leadership tied to quality findings
• Assist in the develpment of less tenured associates
• Play a key role in the identification of enhancement opportunities and their deployment and adoption
• Assist in the development of any necessary remediation plans tied to quality
• Support client meetings and audits as needed
• Other duties as assigned