Contact Center Analyst

UT Health East Texas•Tyler, TX

2d•Onsite

About The Position

Join our team as a day shift, full-time, Contact Center Analyst in Tyler, TX. Why Join Us? Thrive in a People-First Environment and Make Healthcare Better Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being. People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. Make Healthcare Better: We use advanced technology to support our team and enhance patient care. Get to Know Your Team: UT Health East Texas is comprised of 9 hospitals, more than 90 clinics, nearly 7,000 employees and over 1,000 licensed inpatient beds. We provide healthcare services through our hospitals, clinics, Level 1 trauma facility, air emergency fleet and EMS service.

Requirements

Associate degree (additional years of experience may substitute for the required education on a year-for-year basis)
Ability to analyze and interpret data
Ability to maintain accuracy and consistency and compiling moderately complex reports
Ability to communicate effectively
Advance computer skills.

Nice To Haves

Bachelor’s degree
2+ years of experience in QA Analytics

Responsibilities

Maintains consistent quota of QA Audits to ensure proper view of agent performance.
Executes audits with an unbiased scoring approach while adhering to organizational standards and needs of the patient.
Enters data for assigned projects and ensures accuracy and completed in a timely manner.
Participates, maintains and implements organizational policies and procedures.
Attends and participates in departmental and/or professional meetings. Serves as departmental liaison.
Takes ownership of assignments; other duties as assigned or requested.
Communicates and listens effectively with internal and external customers; effectively understands instructions and shares knowledge.
Cooperates and interacts with supervisors, peers, other departments, and all customer groups demonstrating our commitment to “service.”
Actively tracks and maintains changes to policy and procedures to drive accurate scoring.