Call Center Quality Assurance Specialist - Healthcare - US Tech Solutions, Inc.
canton, MA
About the Job
Job Description :
The Quality Assurance Specialist is responsible for listening to and scoring calls based on client policies, procedures, workflows, and quality documentation. The role involves attending various meetings to ensure consistent call scoring between Quality Assurance and the call center, identifying trends, and suggesting process improvements. The specialist will also communicate findings to leadership and support the applications involved in the call monitoring process. By analyzing call data, the specialist will assess staff performance and recommend relevant training interventions.
Key Responsibilities :
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com .
" US Tech Solutions 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 status as a protected veteran. "
The Quality Assurance Specialist is responsible for listening to and scoring calls based on client policies, procedures, workflows, and quality documentation. The role involves attending various meetings to ensure consistent call scoring between Quality Assurance and the call center, identifying trends, and suggesting process improvements. The specialist will also communicate findings to leadership and support the applications involved in the call monitoring process. By analyzing call data, the specialist will assess staff performance and recommend relevant training interventions.
Key Responsibilities :
- Listen to and score Inside Sales calls to evaluate compliance and quality.
- Identify educational needs for new and existing employees and suggest appropriate training interventions.
- Monitor staff progress and communicate concerns and recommendations to supervisors and managers.
- Participate in meetings, including calibration sessions and quality reviews, to maintain consistent scoring.
- Present QA guidelines during new hire training and facilitate calibration sessions.
- Maintain expertise in the subject area by attending relevant training and meetings.
- Update and track the quality program based on scores and assessments.
- Carry out special projects and serve on committees as needed.
- Education : Associates Degree or equivalent experience required; Bachelor’s Degree preferred.
- Experience : At least 1 year of experience with Client Customer Service and high-quality scores; 2 or more years preferred.
- Skills : Strong interpersonal, communication, and organizational skills. Ability to work within deadlines, multitask, and pay attention to detail. Must be objective, adaptable, and able to work well with diverse populations.
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com .
" US Tech Solutions 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 status as a protected veteran. "
Source : US Tech Solutions, Inc.