Quality Assurance Analyst TRICARE

Overview

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, , IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only). Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position. Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

The Quality Assurance Analyst team member is focused on creating a positive and productive working environment by approaching quality reviews and communication with a passion for excellence, compliance, and ongoing quality improvement. The individual in this role supports contact center leadership with the center’s quality program and technology implementation, as well as upholding and administering the contact center’s customer service KPIs and overall metrics specific to TRICARE work.

The analyst is responsible for assessing agent customer service interactions with TRICARE beneficiaries, providers, the Defense Health Agency, and any other external customers. More specifically, this individual oversees the evaluation, scoring and communication of Customer Service Representative (CSR) call flow, compliance with policies and procedures, and adhering to the Connect, Listen, Assess, Solve, Salute, CLASS customer service model. Analysts assist in developing and implementing quality processes and improvements;

as well as making recommendations for enhancements to training materials as needed to improve customer experience and quality.

Required:

• Bachelor’s Degree or equivalent experience
• U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 2 years of quality assurance experience in a call center QA position
• or previous Tri West production experience
• Experience using Microsoft Word, Excel, PowerPoint, and Outlook
• Must have intermediate skills with Excel
• Working knowledge of medical terminology

Preferred:

• Demonstrated experience writing effective and clear feedback
• TRICARE experience

• Utilizes evaluation criteria to perform quality monitoring of customer interactions to ensure staff are providing a high level of customer service and are adhering to regulations and policies/procedures.
• Delivers comprehensive feedback and coaching to staff highlighting strengths, areas for improvement and recommendations for maximizing the quality of their performance.
• Fosters a positive and productive working environment while supporting Tri West’s passion for excellence, compliance, and ongoing quality improvement.
• Accountable for staying current on knowledge database and quality policies and procedures.
• Attend scheduled trainings and successfully pass the Tri West CSR Training curriculum
• Collaborates with leadership and training to identify the root cause of errors and provide insight from monitoring and analytics to improve training and operations.
• Actively participates in calibration sessions to maintain consistency and reduce variation in audits.
• Strong attention to detail and the ability to identify nuances, patterns, and areas for improvement within customer interactions.
• Regular and reliable attendance.

Communication / People

Skills:

Exceptional written and verbal communication skills to provide clear, concise and constructive feedback to agents. Ability to professionally interact with others. Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, Tri West Intranet, the Internet, and department software applications. Knowledge of Quality Assurance programs, tools and methodologies in a contact center environment and proficient with records maintenance.

Coping / Flexibility: Resiliency and high emotional intelligence in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required. Adapts easily to changing priorities communicated by…