PROFILE

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, 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 Heath 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.

IT’S WHO WE ARE. IT’S WHAT WE DO.

Do you have a passion for serving those who served?

KEY RESPONSIBILITIES

• 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 TriWest’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 TriWest 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.

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer tim