Quality Assurance Coach – Member Services

Lantern is seeking a Quality Assurance Coach responsible for assessing the quality of performance of Member Services and Provider experience teams who communicate with members. The role involves monitoring inbound and outbound calls and chat features to evaluate associates’ interactions with members and providers. The coach should be familiar with NICE solutions, voice-of-customer analysis, and assessing call accuracy to ensure an optimum experience. Responsibilities include evaluating and scoring recorded calls and chats based on criteria such as compliance, accuracy, and professionalism; conducting case audit reviews; analyzing quality assessments to improve performance; recording and reporting feedback; attending training and team meetings; advocating for voice-of-customer experience; and other duties as assigned. Key competencies include strong communication skills, effective feedback, active listening, analytical skills, coaching and training abilities, proficiency with quality assurance tools, attention to detail, empathy, time management, adaptability, continuous improvement, teamwork, and collaboration. Requirements include a bachelor’s degree in analytics or related field preferred but not required, minimum 2 years in QA/Coach role preferred but not required, call center QA experience a plus, strong analytical and independent judgment skills, strong interpersonal skills, and proficiency in Microsoft Office. Benefits include medical, dental, vision insurance, short and long term disability, life insurance, 401k with company match, paid time off, and paid parental leave. The position is onsite in Dallas, Texas, Monday through Friday.