Customer Service Quality Analyst

Customer Service Quality Analyst

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace. Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation's leading providers of health and accident insurance products to the higher education market.

Wellfleet, a Berkshire Hathaway Company, seeks an experienced Customer Service Quality Analyst to support the Wellfleet student health team. The successful candidate will be responsible for customer service quality review practices and processes to facilitate sustainable, measurable, continuous process improvement at the individual and department level that results in high quality customer interactions, improved financial performance and increased customer satisfaction, while consistently meeting internal control standards. Responsible for staying abreast of pertinent business and industry knowledge as well as state and federal regulations to maintain compliance. This position is also responsible for monitoring the CSR chat, responding timely and accurately to team members and will serve as a point of contact for CSR call escalations.

In This Role, You Will…

• Audit calls and emails for quality, in compliance with Wellfleet's policies and procedures
• Make recommendations to improve quality, workflow processes, policies, and procedures
• Use quality monitoring data management system to compile and track performance at team and individual level
• Listen to recorded calls and logged call notes to assess quality delivery of call content and soft skills
• Review emails and logged notes to ensure timely and accurate delivery of responses
• Assist in quality review sessions with staff on any trends identified and contributes to monthly trend reports
• Assist with preparation of internal and external quality reports for management staff review
• Provide feedback to supervisors and managers related to quality
• Work in collaboration with the Customer Service Leadership Team to develop and create content in support of training goals
• Maintain a strong knowledge of all Wellfleet benefit plans and procedures to serve as a resource to the Customer Service team members to assist with first call resolution through timely responses to their questions and issues
• Monitor CSR chat and ensure timely and accurate responses
• Be responsible for diffusing and resolving escalated calls with a sense of urgency
• Assist and support customer service training efforts including reviewing materials, scoring exercises and quizzes and scheduling call shadowing, as requested
• Perform other duties as assigned.

We Are Looking For Candidates With…

• Bachelor's degree in healthcare, business, or related field, or 3+ years of experience in health plan customer service with thorough understanding of benefits and policy interpretation, or equivalent combination of education and experience
• Call auditing or extensive customer service experience required
• Excellent verbal, written and interpersonal communication skills
• Responsible, and dependable with exceptional attention to detail
• Strong analytical, judgement/critical thinking, decision-making and problem-solving skills
• Strong organizational skills and the ability to manage multiple tasks with competing priorities in a fast-paced environment
• A strong work ethic and sense of responsibility for your teammates and our members
• Strong ability to multitask while maintaining integrity and quality of service
• A strong understanding of accident and health insurance products
• Strong analytical, critical thinking skills
• Outstanding attention to detail with the ability to problem-solve escalations
• Self-motivated with the ability to work independently, with very little supervisory direction
• Proficient in MS Office Suite, specifically Word, Excel, PowerPoint, and Outlook.

Why Wellfleet?

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision. Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.

Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. The annual gross base salary range is $58,000 to $68,000. This range anticipates the low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills and competencies. Salary is one component of Wellfleet’s total compensation and benefits package, which includes medical, vision and dental insurance options, life and accident insurance, 401(k), and short-term and long-term disability insurance. For a more detailed overview, visit our careers website at: wellfleetinsurance.com/about/careers.