Quality Assurance Specialist 1x

Monitor and evaluate call center interactions including inbound and outbound calls emails and chat sessions to ensure adherence to company policies procedures and quality standards.

Conduct regular audits and assessments of call center agents performance providing constructive feedback and coaching to improve patient service delivery.

Develop and implement quality assurance processes and procedures to enhance the efficiency and effectiveness of call center operations.

Identify trends issues and areas for improvement based on quality assurance data and analysis and collaborate with management to implement corrective actions and training programs.

Maintain accurate records and documentation of quality assurance evaluations findings and recommendations.

Collaborate with crossfunctional teams including training operations and patient service to promote a culture of continuous improvement and excellence in patient service delivery.

Stay abreast of industry trends best practices and regulatory requirements related to call center quality assurance and ensure compliance with relevant standards and guidelines.

Provide support and assistance to call center agents as needed including answering questions resolving issues and addressing patient escalations.

25 years of experience in quality assurance patient service management experience within a call center environment.

Strong knowledge of patient service principles practices and techniques.

Excellent communication skills both verbal and written with the ability to provide

clear and constructive feedback.

Ability to work independently and collaboratively in a fastpaced dynamic environment.

patientfocused mindset with a passion for delivering exceptional service and driving continuous improvement.

This job description outlines the key responsibilities and qualifications for the Quality Assurance Specialist position in our call center. We are looking for a dedicated professional who is committed to ensuring the highest standards of quality and patient satisfaction in our operations. If you meet the qualifications and are interested in joining our team we encourage you to apply.