The WEX Health Benefit Services Quality Analyst is responsible for ensuring that the Health Account Services team delivers the highest level of customer service to Consumers and Employers, across all groups. The Benefit Services Quality Analyst is responsible for reviewing different Consumer and Employer interactions, reporting on trends and providing feedback to various internal teams.
Qualifications:
Demonstrated excellent customer service skills
Excellent verbal and written communication skills
Excellent analytical skills
Excellent organizational skills
Positive attitude and team player
Demonstrated drive for continuous learning and improvement
Responsibilities include:
Perform quality reviews on Benefit Services Specialists
Review a set number of calls per specialist per month
Review a set number of emails per specialist per month
Perform additional reviews of low performs at Supervisor request
Provide results to specialists on a monthly basis
Perform quality reviews on Claims and Operations Specialists
Review a set number of completed claims per specialist per month
Review a set number of completed employer setups per specialist per month
Provide results to specialists on a monthly basis
Team Education
Educate new hires on Quality expectations and review process
Provide weekly quality tips to the team via email
Hold Monthly/Quarterly calibration sessions for individuals performing quality reviews
Collaboration with Internal Teams
Provide feedback to the Benefit Services Trainer on trends so adjustments can be made to training curriculum.
Alert Supervisors of quality concerns
Collaborate with OnBase team to continue to develop scoring tools and reporting mechanisms
Provide metrics to supervisors and managers monthly and quarterly on quality results
Handle Employer and Consumer Services Phone and Email requests
Assist Employer and Consumer services teams with calls and emails during enrollment season