Quality Assurance Associate

Remote/Hybrid Opportunities Available, CT

Responsible for maintaining performance standards for customer service representatives to ensure quality service. Tasked with Call Monitoring.  In additional to reviewing calls and grading based on specific call scripts, analysis of patterns and anomalies should be identified. Must be knowledgeable across departmental responsibilities and client specific details as well as the job of the Customer Service Representative.  

Essential Duties and Responsibilities:  Includes the following which may vary based on the scope of work for the specific Business Client. Other duties may be assigned.

  1. Enter and track complaints, grievances, appeals, and significant events. Each process may have different requirements and forms to complete with specific timeframes.  
  2. Perform Call Quality Monitoring and reporting. Listen and grade calls performed by customer service representatives and outline performance improvement areas for retraining.
  3. Participate in auditing of claims, trips, calls, and eligibility. May require investigation, monitoring, and other types of research and analysis.
  4. Participate in cross training of job-specific responsibilities and provide backup work to help other members of QA Team.
  5. Track and document different performance standards for reporting.
  6. Other special projects and/or duties as assigned

Education and/or Experience                                                  

High School Diploma required, College Degree preferred. Prior experience working in Quality Assurance preferred.

Language Skills                                                              

English proficiency required, additionally languages preferred. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.

Shift Hours: Monday- Friday 8:00am-5:00pm

Mandatory Training: Monday- Friday  4/25/22-5/16/22  (8:00am-5:00pm) or

5/16/22-5/27/22 (8:00am-5:00pm)

Remote/Hybrid or Onsite Opportunities Available

COVID Vaccination Required

CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.

JOB CODE: 1000157