CCS Medical

  • Analyst, Call Center Quality

    Job Location US-FL-Clearwater
    Position Status
    Regular Full-Time
    Position Schedule
  • Overview

    Responsible for auditing inbound / outbound calls and non-phone work tasks to check for adherence to company, department procedures, and system integrity.  The CCQA will track the results of all audits performed and share results with training and the management team for training and process improvement. 


    • Performs call quality evaluations on multiple departments in a consistent and accurate manner
    • Produces reports as needed on data accumulated from call quality evaluations
    • Identifies and report s coaching trends
    • Ensures agent compliance with call center and healthcare and insurance rules, regulations and requirements
    • Develops and maintains teamwork within and outside the department
    • Maintains a high degree of confidentiality at all times due to access to sensitive information
    • Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
    • Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
    • Abides by all regulations, policies, procedures and standards


    • High School diploma or (GED) equivalent and a minimum of 4 years of prior call center experience
    • Ability to define problems, collect data, establish facts and draw valid conclusions; ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
    • Ability to learn and maintain a clear understanding of department process flows, procedures and products
    • Ability to communicate findings to all levels of management in the organization
    • Proficient with various Microsoft Office software such as Outlook, Word, Excel and PowerPoint
    • Good reasoning and multi-tasking abilities
    • Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders and agency rules
    • Planning, organization, and execution skills
    • Coaching and counseling experience
    • Judgment and decision-making
    • Situational awareness

    Equal Opportunity Employer/Veterans/Disabled


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