Contact Center Quality Analyst jobs in Florida

About Us

Join us in making a career in Independent Living Systems, an industry leader in managing home and community-based programs for over 20 years. Independent Living Systems, LLC and its subsidiaries offer a comprehensive range of clinical and third-party administrative services to managed care organizations and providers that serve high-cost, complex member populations in the Medicare, Medicaid, and Dual-Eligible Market. ILS provides tailored integrated solutions aimed at improving health outcomes while rebalancing costs, addressing social determinants of health and connecting members with community-based resources.

Position Summary

The Business Analyst (BA) will support our multi-client Contact Center. The business analyst will act as a key member of the team, liaising between ongoing enhancements for Call Center Agents (gathering requirements), support to technical teams (documentation, opening of tickets, following up on requests), member document management, and Contact Center vendor management support.

Essential Functions

1. Defines and documents/communicates business requirements based on business need and government regulations.
2. Develops and generates medium to high complexity business workflows.
3. Provides clear description of issues for medium to high complexity problems.
4. Presents options for problem resolution.
5. Contributes to developing organizational functional knowledge.
6. Implements and maintains document management process across organization for all member facing correspondence.
7. Translates short passages to full letters from English to Spanish as required.
8. Demonstrates subject matter expertise in healthcare customer service.
9. Establishes and manages overall project plans for small to medium sized efforts.
10. Anticipates user/agent needs and proactively develops solutions to meet them.
11. Conducts business requirements gathering sessions to document business process flows and requirements.
12. Serves as a key resource to investigate and resolve complex issues.
13. Provides project and analytical support.
14. Facilitates the collaboration of stakeholders, especially the ability to effectively manage vendors.
15. Identifies and executes opportunities for process improvements.
16. Is a liaison between the business unit and the IT Department.
17. Communicates with audiences and SME's at all levels of management to provide project results/options.
18. Perform other duties as assigned.

Education and Experience

• Associate degree in software engineering, or a related area Preferred.
• 1 years of Business Analysis experience, gathering and writing business requirements, working directly with customers/stakeholders, application development projects and/or data analysis.
• Familiar with PC-based software programs and automated database management systems.
• Demonstrated experience in process improvement, documenting workflow, benchmarking and/or evaluation of business processes required.
• Document management experience and/or experience with PowerDMS, preferred.
• Ability to translate short passages to full letters from English into Spanish as needed for member communications.
• Prior experience with vendor management preferred.
• Excellent communication, problem solving, organizational and analytical skills.
• Ability to adapt quickly to an existing, ever-changing environment.

EEO STATEMENT 

In compliance with the Drug-Free Workplace Act of 1988, Independent Living Systems has a longstanding commitment to provide a safe, quality-oriented, and productive work environment. Alcohol and drug abuse pose a threat to the health and safety of ILS employees and to the security of the company's equipment and facilities. For these reasons, ILS is committed to the elimination of drug and alcohol use and abuse in the workplace. Independent Living Systems, LLC, and its subsidiaries, including FCC, provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, disability, ancestry, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.