Quality Analyst

The Quality Analyst supports the telesales team by monitoring, evaluating, and providing feedback on agent interactions to ensure compliance with CMS guidelines and internal standards. This role requires strong attention to detail, a deep understanding of Medicare Advantage and Prescription Drug Plan regulations, and a commitment to continuous improvement. The ideal candidate thrives in a fast-paced, high-volume environment like AEP and plays a key role in identifying performance trends, coaching opportunities, and areas for process enhancement.

Duties and responsibilities

• Complete audits on departmental processes and interactions
• Provides timely and effective feedback to Quality Supervisor, Manager, and Departmental Leadership
• Recommends and implements initiatives to assist in improving departmental performance
• Participates and/ or host various meetings with Departments
• Promotes alignment between interdepartmental interact...