Contact Center Quality Analyst

Franciscan Alliance, Inc.•Indianapolis, IN

1d•Hybrid

About The Position

The Quality and Training Contact Center Specialist is responsible for ensuring service excellence within the contact center by monitoring and evaluating customer/patient interactions while also designing and delivering training that supports agent development and performance. This dual role position promotes a culture of continuous improvement by holding agents accountable to quality standards and equipping them with the knowledge, skills, and tools needed for success.

Requirements

High School Diploma/GED
1 year Facilitating training sessions or employee development programs Required

Nice To Haves

2 years Healthcare Contact Center QA, Customer Service or Training Preferred

Responsibilities

Monitor and evaluate inbound and outbound calls, chats, and other customer service interactions for accuracy, professionalism, compliance, and service quality.
Develop, maintain, and administer QA evaluation forms, scoring guidelines, and performance benchmarks.
Document findings and prepare quality and performance reports, identifying trends, gaps, and improvement opportunities.
Provide clear, timely and constructive coaching and feedback to agents and supervisors to improve skills and service outcomes.
Partner with leadership to identify training needs through QA results, performance metrics, and agent feedback.
Facilitate calibration sessions to ensure consistency in QA scoring and expectations.
Design, develop, and deliver training for new hire onboarding and ongoing workflow and skill development.
Maintain up to date training materials, job aids, and knowledge resources.
Conduct needs assessments using QA results, performance metrics, and leadership feedback to identify training priorities.
Facilitate engaging and interactive training sessions in both group and one on one settings.
Partner with leadership to support performance improvement initiatives and reinforce training through coaching.
Measure training effectiveness through post-training assessments, agent performance outcomes and quality results.