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Quality Analyst at WEX, inc. in Fargo, North Dakota

Posted in Other 30+ days ago.





Job Description:

Benefit Services Quality Analyst

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

    • Work to meet Partner SLA's



  • Other duties as assigned


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