Customer Care Quality Assurance Analyst

Location: Remote

Position Responsibilities:

• Responsible for the initial development of a customer care scorecard and ongoing maintenance that aligns with the leadership standards of the department and is used to score agent calls
• Accurately perform observations on recorded or live agent calls and score them against the expected Customer Care standards
• Assess whether agents are demonstrating proper procedures and efficient and effective practices to provide excellent customer service and support
• Host and co-facilitate internal, external, or QA team calibrations to reinforce great service and identify opportunities for improvement
• Participate in the Quality Assurance CSAT calibration process with clients, monitoring services, and the operation
• Review reports and data to identify trends and ensure value-added CSAT analytics, methods, and practices are provided to operation
• Support supervisor teams with representative quality execution reporting and conduct calibration sessions with call center leaders
• Support new hire quality training and transition by using quality metrics, call monitoring, and observations to propose and deploy areas for further training opportunities
• Participate in new and ongoing policy training to ensure all policies are understood
• Ensure all QA Analyst reporting and communication requirements are met
• Handle calls for various skills within the Call Center to stay abreast of our product and policies
• Ensure all policies and procedures are adhered to, including, but not limited to, HIPAA, Patient Safety and Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Perform other duties as assigned by the supervisor or other members of management within the deadlines provided
• Responsible for adherence to the Capital Rx Code of Conduct including reporting of noncompliance

Required Qualifications:

• 4+ years' experience with call center operations, with at least 2 years of experience with Quality Assurance
• PBM or Healthcare call center operations experience preferred
• Bachelor's degree preferred, or equivalent experience
• Knowledge of HIPAA and Privacy Rule regulations
• Previous experience working with Nice inContact CXone preferred
• A self-starter with outstanding customer service skills and dedication to providing exceptional customer care in a changing, fast-paced startup environment
• Demonstrate aptitude to develop people and processes
• Ability to give and receive constructive feedback
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical and organizational skills with an ability to carry out responsibilities with little or no supervision

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

About Capital Rx

Capital Rx is a full-service pharmacy benefit manager (PBM) and pharmacy benefit administrator (PBA), advancing our nation's electronic healthcare infrastructure to improve drug price visibility and patient outcomes. As a Certified B Corp, Capital Rx is executing its mission through the deployment of JUDI, the company's cloud-native enterprise health platform, and a Single-Ledger Model, which increases visibility and reduces variability in drug prices. JUDI connects every aspect of the pharmacy ecosystem in one efficient, scalable platform, servicing millions of members for Medicare, Medicaid, and commercial plans. Together with its clients, Capital Rx is reimagining the administration of pharmacy benefits and rebuilding trust in healthcare.

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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