Rate of pay based on experience between $17 to $18/hour, full benefits, Monday through Friday schedule (9:30 AM- 6PMEST)
Overview of the Role:
The Quality Assurance Specialist will support our company with ensuring that our Customer Experience Billing Specialists are providing our patients with excellence in customer service. Through the use of our Quality Monitoring platform, the Quality Assurance Specialist will assess the quality of each advisor’s phone calls, and provide feedback that will help them to develop their skills and knowledge and grow in their roles, while providing a positive, helpful patient experience.
Primary Job Duties:
- Ensure all advisors receive quality monitoring assessments and feedback in a timely manner, based on advisor length of service.
- Coaches each advisor to the top of their skill set, through positive and constructive feedback
- Monthly calibration sessions are conducted with Q&T Manager and/or the agent’s leadership team to create a consistent experience for the advisor
- Updates each advisor’s performance within the QA Review spreadsheet to create visibility for advisor performance and the productivity of the Quality Assurance Specialist
- Identifies trends or gaps in knowledge to the Q&T manager so that materials can be updated or training support provided to advisor
- Communicates with WFM Manager to allow for appropriate staffing and create a scheduled time for feedback to occur
- Participates in special projects as required.
Qualifications
- High School Diploma
- Comprehensive knowledge of quality assurance with continuous improvement concepts, procedures, and processes.
- 2+ years of related management experience in contact center operations, quality monitoring, quality assurance, and/or customer service.
- Familiar with Google G-Suite Products
- Availability to work a flexible shift
- Must comply with all HIPAA rules and regulations