Customer Care Quality Analyst

US Claro

Analyst, Customer Care Quality at Navitus Health Solutions monitoring Customer Care Specialists. Providing collaborative evaluations and training to enhance service quality and efficiency.

Posted 5/28/2026full-timeRemote • Idaho • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $24 per hourWebsite

About the role

Key responsibilities & impact

Participate in a robust Customer Care Quality Management Program to include recommendations on audit frequency, scoring mechanisms, and technology used to ensure consistency in objectivity
Maintain expert level knowledge through required call/contact handling time to demonstrate competency in delivering, and therefore evaluating, superior service
Monitor internal and external customer contacts to ensure the correct and complete information is given and is readily available to Specialists in easy-to-use tools
Verify contact documentation is complete, correct, and clear, as well as categorized appropriately and correct process followed to ensure first call resolution
Ensure resources and technology are utilized efficiently by Specialists; identify improvements as needed, including assistance with business requirements and testing of enhancements
Meet and review evaluation outcomes with Specialists timely, providing collaborative and supportive opportunities to discuss successes and challenges
Ensure CCSs are utilizing time and queue management appropriately
Create and present assessments of the current state and recommendations to improve, people and processes, to Leadership using data to validate
Ability to travel to other campuses and training events
Other duties as assigned

Requirements

What you’ll need

Minimum High School diploma, secondary education preferred
Minimum 2 years delivering customer service within a contact center required
Minimum 6 months experience with a quality evaluation program, direct contact center monitoring, or supervision background required
Experience using data to make assessments and derive recommendations to impact change
Experience with contact center quality monitoring software required
Demonstrated excellence in a customer service role
Medicare D trained required
Participate in, adhere to, and support compliance program objectives
The ability to consistently interact cooperatively and respectfully with other employees

Benefits

Comp & perks

Top of the industry benefits for Health, Dental, and Vision insurance
20 days paid time off
4 weeks paid parental leave
9 paid holidays
401K company match of up to 5% - No vesting requirement
Adoption Assistance Program
Flexible Spending Account
Educational Assistance Plan and Professional Membership assistance
Referral Bonus Program – up to $750!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicequality evaluationcontact center monitoringdata analysisfirst call resolutionqueue managementprocess improvementaudit frequencyscoring mechanismsdocumentation verification

Soft Skills

collaborationcommunicationproblem-solvinginterpersonal skillsleadershipsupportive feedbacktime managementrespectful interactionadaptabilitycooperation

Certifications

Medicare D trained