Call Center QA/QM Analyst (healthcare) - (New York, NY)

You'll be responsible for reviewing and auditing incidents, email and telephone interactions along with reviewing and investigating customer survey responses for the Call Center. As the Quality Analyst, you'll also be responsible for facilitating calibration/group sessions regarding our quality program. Yo'll also own identifying areas of service improvements and developing programs that improve the overall quality of the customers background when interacting with the Call Center. The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the team Manager and monitors the result of stated recommendations. About you: The Quality Analyst position necessitates the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the team Manager, Call Center leadership, Call Center operations, analysts, Knowledge Management, Training