Growth Quality Assurance Analyst

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🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟢 Junior

🔧 QA Engineer (Quality Assurance)

🚫👨‍🎓 No degree required

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ExactCare

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 Private Equity Round on 2016-03

Healthcare • Healthcare Insurance • Pharmaceuticals

ExactCare is a leading pharmacy care management provider that specializes in medication management for individuals with complex, chronic medical needs. With operations in all 50 states and Washington, D. C. , ExactCare supports more than 100,000 people nationwide, helping them manage their medications in assisted living, long-term care facilities, and at home. Partnering with healthcare organizations, ExactCare aims to improve clinical outcomes by ensuring better medication adherence, reducing readmissions, and lowering overall healthcare costs.

📋 Description

• Monitor and assess inbound and outbound calls for adherence to quality standards, policies, and procedures • Evaluate patient interactions and complete evaluations capturing agent performance, communication skills, product knowledge, and problem-solving • Use scorecard guidelines to label interactions consistently and objectively • Evaluate quality and compliance through verbal and written communications • Identify improvement areas and knowledge gaps, providing trends and insights to team leaders • Identify call-quality trends and patterns and develop strategies to address issues • Become a subject matter expert in onboarding new patients from referral through completed assessment • Ensure accuracy of verbal patient communication and information documented in systems • Achieve management-defined performance metrics, including required call reviews per team member • Monitor and evaluate referral partners and campaigns • Maintain detailed quality assessment and performance records and prepare reports • Attend new-hire training classes to educate employees on the quality process • Provide timely, constructive feedback to call center agents and supervisors • Collaborate with Training to recommend coaching and development opportunities • Assist with call scripts, quality scorecards, and evaluation metrics • Participate in calibration sessions to ensure evaluation consistency • Support call-center continuous improvement initiatives • Maintain communication with management • Embody AnewHealth’s Core Values and perform other assigned duties

🎯 Requirements

• High school diploma or GED equivalent required • 1+ years of experience in pharmacy, health care, social work, compliance, quality assurance, or similar fields • Familiarity with call center operations, KPIs, and performance metrics • Proficiency with call monitoring systems and quality tracking tools • Superior listening and written communication skills • Working knowledge of Microsoft Office suite • Ability to meet deadlines for assignments and special projects • Ability to work autonomously with limited supervision • Strong oral, written, facilitation, presentation, and collaboration skills • Process-driven with high attention to detail • Ability to help others succeed and work effectively as part of a team • Ability to provide constructive feedback positively and supportively • Strong organizational skills and ability to multitask in a fast-paced environment • Understanding of customer service best practices • Strong analytical skills and attention to detail • Prior call-center or customer-service experience focused on quality assurance preferred, 1–2 years preferred • Experience with CRM systems and call-center software preferred • English and Spanish capability is a plus, but not required • Must be eligible to work in the United States • May need to work extended hours as needed • Available outside normal business hours on an ad-hoc basis • Expected to work an average of 40 hours per week

🏖️ Benefits

• Medical, dental and vision coverage • Flexible spending • Company-paid life insurance • Short-term disability • Voluntary benefits • 401(k) • Paid Time Off • Paid holidays • Remote position • Equal employment opportunity and inclusive environment