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Customer Service Quality Analyst - Indianapolis, IN

UnitedHealth Group

Indianapolis, IN
Job Code:
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Job Details

Customer Service Quality Analyst - Indianapolis, IN(Job Number:716945)

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

This role requires auditing recorded sales calls, which will often be done the entire work day. These audits will be tracked and reports will be created and / or updated. This role will also require researching and responding to complaints. This sometimes involves speaking directly with customers over the phone or corresponding with them. During sales training classes, this role will require speaking to the class to cover quality and compliance standards and auditing.

Primary Responsibilities:
  • Communicate quality assurance standards to respective supervisors and managers
  • Document internal audits and other quality assurance activities
  • Investigate customer complaints and non - conformance issues
  • Collect and compile statistical quality data
  • Analyze data to identify areas for improvement and communicate to training and management staff
  • Develop, recommend and track corrective and preventive actions
  • Prepare reports to communicate outcomes of quality activities
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Audit and review quality assurance processes and task, including calibrating across analyst.
  • Track and report problems and provide feedback and coaching to improve call center quality and compliance.
  • Monitor and evaluate the call to the call center, and listen for deviations from organizational polices and standards.

Job Customer Service Quality
Primary Location US-IN-Indianapolis
Other Location 
Organization E&I UHO Sales Operations
Schedule Full-time
Number of Openings 1
Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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