Audit cases, Assist with mock calls, create Quality tips, meet with clients, assist with SOP’s, Redact calls, Evaluate calls, schedule meetings with supervisors and area manager, side by side calibrations with agents, run weekly and monthly reports, assist team mates with issues, train team mates on work processes, audit patient accounts, send reports to supervisor, program manager, and team mates. Score mock calls with new hires, perform Quality new hire training. Send Quality tips. Audit patient enrollment forms and Standard Operational Procedures. Coach agents.

Scheduling Analyst, run reports, provide customer service to agents and managers, review and schedule vacation time, update schedules, report issues and outages, audit schedules, confirm vacation hours, review system outages, and assist team mates.

Call out to customers and get them to change their landline service. Review landline packages in an out of state.

Quality Inspector and Team Lead