Aetna Quality Analyst - Call Center in Chicago, Illinois

Req ID: 45588BR


bswift is currently seeking a Call Center Quality Analyst to join our growing team. As a Quality Analyst you will oversee all quality related functions of the call center including call monitoring and review.

bswift is a rapidly growing employee benefits administration software company based in Chicago, IL. Our Internet based system simplifies employee benefits administration with solutions that encompass all aspects of employee benefits enrollment/administration, employee benefits communications, and information and content for Human Resources Managers. bswift's award-winning technology significantly reduces administrative costs and time-consuming paperwork, improves Human Resources responsiveness, and enhances the employee benefits offering. We are looking for employees who will consistently reflect our core values of higher standards, greater accountability, and more fun.

Fundamental Components:

The Call Center Quality Analyst is responsible for formalized quality coaching and feedback as well as providing reporting to the client services teams regarding call trends or concerns.

The Call Center Quality Analyst will track and maintain quality scores for all Call Center Representatives and will escalate to management representatives who fall below the minimum required quality score, identify retraining needs and deploying training programs.

This individual will:

Provide regularly scheduled call monitoring and review sessions with representatives.

Coach and mentor representatives to ensure the highest quality service is being consistently provided.

Report to both direct and channel partner client services teams call trends and/or client concerns on a consistent basis.

Track and report ongoing quality scores for all representatives and report to management those that fall beneath the minimum quality score for immediate training.

Conduct training sessions, as needed, to improve the quality of the service provided by the bswift call center.


1-3 years of Quality Analyst experience within a call center is REQUIRED.

Recent and related phone quality monitoring experience preferred, but not required.

Coaching/Developing experience is preferred.

Experience with Windows-based software applications.

Experience in providing constructive feedback and serving as a training resource, mentor and coach


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Customer Service