Jefferson Health Plans (JHP) QA Analyst
Jefferson Health Plans (JHP) QA Analyst
Location: North Wilkesboro, NC
Position Overview:
The Quality Assurance (QA) Analyst plays a critical role in upholding excellence in client service delivery. This position is responsible for monitoring agent interactions, identifying performance trends, delivering coaching feedback, and ensuring alignment with client expectations, documentation standards, and overall service delivery. The role also ensures that customer interactions—including calls, chats, emails, and transaction data—meet internal quality standards, client expectations, and regulatory requirements.
Key responsibilities:
- Handle inbound calls and respond to customer inquiries professionally and promptly
- Provide clear guidance on account access, applications, and services
- Document interactions accurately and complete follow-ups as needed
- Create and manage internal tickets per established processes
- Identify fraud or risk concerns and escalate or take appropriate action
- Collect and maintain compliant documentation per federal and state regulations
Qualifications:
MUST receive approval from your delivery leader BEFORE applying
MUST be a current member of the JHP bench
- Must maintain proficiency with agent standards for call handling
- Must be able to understand and execute client guidelines and SOPs
- Will complete daily call reviews for agents
- Will provide coaching and performance feedback in both verbal and written formats
- Will manage QA scores and dashboard reporting
- Will work closely with Provalus leadership and support teams, and with internal counterparts
- Will help support targeted upskilling training sessions
- Strong verbal and written communication skills
- Proficiency with computers, CRM systems, and Microsoft Office
- Ability to multitask across multiple systems in real time
- Strong problem-solving skills and attention to detail
- Ability to work both independently and as part of a team
Applications will be accepted through July 22nd
