• Call Center Quality Analyst

    Job Locations US-NY-New York
    Posted Date 4 weeks ago(06/26/2018 4:14 PM)
    # of Openings
    Operations-Engagement Center
  • Overview

    AbleTo, Inc. is a market leader in providing technology-enabled behavioral health care. AbleTo has been treating patients for over six years, and improves patient outcomes and lowers costs by providing treatment that integrates behavioral and medical health care. AbleTo's structured therapy programs strengthen medical recovery and self-care among members with chronic or complex clinical needs. AbleTo analytics, coupled with our multi-channel engagement platform, identify and engage members with unmet, often undiagnosed, behavioral health needs. A proprietary platform connects individuals and their care teams with AbleTo licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. AbleTo programs are clinically proven to improve both behavioral health and medical outcomes while lowering overall spending for higher-cost, higher-risk members. AbleTo's investors include .406 Ventures, Sandbox Industries, HLM Venture Partners, Horizon Healthcare Services, Inc., Bain Capital Ventures, and Aetna Ventures. 


    The Engagement Center, AbleTo’s outbound call center, conducts outreach to prospective program participants, explains program benefits and services and enrolls participants into AbleTo’s programs. This role will be dedicated to ensuring these interactions with prospective participants are of the highest quality and to support successful engagement rates, primarily through monitoring and providing coaching and feedback on calls. The Call Quality Analyst will also conduct outreach calls to prospective participants as part of onboarding at AbleTo and periodically ongoing to maintain mastery of the outreach conversation for coaching the rest of the team.


    • Monitor and evaluate Engagement Center calls
    • Provide feedback and call coaching to Engagement Center Specialists
    • Collaborate with Engagement Center management to address call quality performance issues and provide regular reports on overall performance against key KPIs and trends
    • Identify and support other opportunities for quality improvement across the team
    • Develop materials and process documentation to support training, as needed




    • Prior outbound / sales call center experience in the areas of training and / or call quality required
    • Demonstrated ability to provide constructive feedback and call coaching
    • Health care experience preferred
    • Ability to maintain a high level of professional communication at all levels
    • Bachelor degree or equivalent experience required



    • Excitement about the opportunity to help the Engagement Center team grow and progress
    • Personal ownership of assignments and responsibilities
    • Displays a harmonious and cooperative spirit projecting energy and enthusiasm
    • Ability to plan, execute, measure results and drive improvement on a continuing basis
    • Resilience and grit to ensure mission completion even in the face of adversity
    • Discipline and organization to manage competing priorities
    • High levels of energy and positive ambition
    • A healthy balance of curiosity, humility and assertiveness
    • Excellent written and verbal communication skills and ability to communicate on every level



    Upon offer of employment, AbleTo requires the satisfactory completion of reference and background checks and successful completion of drug testing in accordance with local, state and federal laws.


    AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.