Contact Center Quality Analyst, Sr. jobs in New Britain, CT

Work for a company where you make a difference in people's lives every day!

At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn, you’ve come to the right place! Let us help you discover a new passion for doing good in a growing industry.

Our mission: To help people live a life of their choosing, regardless of age or ability.

GT Independence has won numerous awards and recognitions for being a great workplace, including being named a 2023 National “Best and Brightest Companies to Work For!" In addition, we were recently awarded the Great Place to Work® Certification for 2023/2024 — an honor granted to only the nation’s top employers that offer exceptional employee experiences.

As a Contact Center (Self Determination) Support Specialist or SDSS, you’ll work on a team to deliver great customer service (on the phone) to people self-directing their care as well as other stake holders.

In this job, you’ll take on a variety of work. From listening to and resolving customer issues to making sure paychecks are correct. Your job is instrumental in making sure the people we serve stay safe and happy.

Tasks and Responsibilities

• Enter information into databases, such as a call log, for effective record keeping
• Prepare and send documents via DocuSign or email
• Ensure the proper naming and saving of documents in the document management system
• Assist customers in returning documents
• Manage DocuSign accounts and support issues from the operations staff and customers
• Ensure all compliance standards are met for audit purposes
• Timesheet reviewing and time tracking
• Accurately and efficiently complete payroll checklists for assigned agencies
• Work with your team leader to identify strategies for reducing errors
• Collaborate with your team to resolve rejected timesheet issues
• Bill agencies for timely reimbursement

EDUCATION

• High School Diploma or GED required
• Associate degree preferred

GT Independence is a national, family-owned organization and a trusted leader in personal and financial services for people in need of home and community-based care throughout the country. We help tens of thousands of people in public health programs across the country find and hire their own personal assistants.

Our operations team strives to create trust, autonomy and even fun. We believe that everyone can contribute and that the best employees are intrinsically motivated, so we excel because we respect each other and we love what we do.

We value excellence, but we won’t micromanage to achieve it. If you are self-motivated, we’ll give you the freedom to succeed on your own. Team members enjoy generous paid time off, competitive wages and benefits and the opportunity to grow professionally. Grow with us!

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What Culture & Belonging Means at GT: Bring Your Authentic Self To Work

GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination.

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Physical setting:

• Office

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Waterbury, CT 06702: Relocate before starting work (Required)

Work Location: In person