• QA Call Insight Analyst

    Aspen Dental (Springfield, IL)


    **Job Title** : QA/Call Insight Analyst

    **Reports To** : Manager, Contact Center Operational Excellence

     

    Deadline to APPLY: 1/9/2026 - please check your email for first steps - if selected to move forward you will receive a Spark Hire invite in your email.

     

    **Job Summary** :

     

    The QA/Call Insight Analyst will be the point role in reviewing data provided by the CCaaS systems. They will review call data in both Balto and Ring Central to determine best practices for agents. They will work directly with operations leadership to provide insight on agent behavior to improve both the agent experience and the patient experience. They will prepare information dossiers for supervisors on underperforming agents and provide coaching insights to improve call center metrics.

     

    **Job Duties and Responsibilities** :

    + Reviewagent data trends

    + Balto

    + Ring CentralAuto Response

    + Utilizing call data from RingCentralquality platformto provide insight to operations leadership

    + CustomerSatisfaction Surveys

    + Monitoring an Analysis

    + Monitor call center metrics and service levels

    + Performance Evaluation

    + Evaluate agent performance

    + Identifyareas for improvement

    + Provide feedback to operational leadership

    + Operational Leadership Partnership

    + Work in tandem withoperationalleadership toidentifyunderperformingemployees andprovidedata-basedinsight on how to improve agent metrics

    + Decrease instances of Schedule Inquiries byidentifyingagents not following proper protocols or behaviorsand relaying information to operations leadership

    + Cross Functional Brand Support

    + WellNow

    + Support scheduling agents

    + Future brandand business lineadditions

    **Minimum Qualifications** :

    + HighSchool Diploma

    + 3+ years in a contact centersupport role

    + Strong Analytical andproblem-solvingskills

    + Identifyingtrends and developing solutions

    + Excellent communication and Interpersonal skills

    + Proficient in Microsoft Suite

    **Preferred Qualifications** :

    + 5+ years incall center support role

    + Advanced knowledge of contact center protocol and best practices

    + Advanced knowledge ofCCaaSsystems

    **Physical Demands** :

    + Ability to work 8 hours at a computer station

     

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