Contact Center Quality Assuran

Stamford Health•Stamford, CT

11h

About The Position

Coordinate and/or participate call calibration sessions for all Contact Center phone staff throughout the organization. Provide balanced constructive feedback in partnership with the Contact Center Supervisors and prepares weekly and monthly reporting to Stamford Health leadership regarding staff performance. Effectively measure compliance against established expectations of the role and responsibilities of Centralized Contact Center phone staff (Quality requirements will differ depending on the department) Monitor, listen and evaluate calls in 3 ways: live, recorded and side by side while communicating feedback to encourage and discourage certain practices. Evaluate and identify key behaviors that improve the patient experience. Detect broken internal processes, skills gaps and make informed decisions on how to bridge the gap and other areas of the organization that may be impacted by these changes. Monitor healthcare industry trends (i.e., top missed points) month to month at the agent and organizational level. Effectively research and report what other healthcare organizations are practicing to help improve the patient experience. Take the acquired trend information to incorporate it into a customized solution for improving Press Ganey results the organization and process improvement ideas based on data analysis and review. Provide an impartial means to measure the organization’s strengths and weaknesses against the competitors in the healthcare market. Effectively create a competitive analysis program to communicate regularly with senior leadership to help make the Stamford Health’s Contact Center the best in the market.

Requirements

2 to 3 years’ experience in a Contact Center or customer service environment with emphasis on quality improvement.
Strong interpersonal skills with the ability to be self-directed and an attention to details.
Strong ability to work on various assignments simultaneously.
Strong ability to communicate tactfully, verbally in writing and in person at various different levels within or outside of the organization.
Proficient with Microsoft Office – Word, Excel, and PowerPoint
Ability to work on multiple tasks and effectively prioritize work to achieve company and personal goals
Proficient organizational skills in relation to scheduling (daily, weekly, monthly, yearly) tasks

Responsibilities

Coordinate and/or participate call calibration sessions for all Contact Center phone staff throughout the organization.
Provide balanced constructive feedback in partnership with the Contact Center Supervisors and prepares weekly and monthly reporting to Stamford Health leadership regarding staff performance.
Effectively measure compliance against established expectations of the role and responsibilities of Centralized Contact Center phone staff
Monitor, listen and evaluate calls in 3 ways: live, recorded and side by side while communicating feedback to encourage and discourage certain practices.
Evaluate and identify key behaviors that improve the patient experience.
Detect broken internal processes, skills gaps and make informed decisions on how to bridge the gap and other areas of the organization that may be impacted by these changes.
Monitor healthcare industry trends (i.e., top missed points) month to month at the agent and organizational level.
Effectively research and report what other healthcare organizations are practicing to help improve the patient experience.
Take the acquired trend information to incorporate it into a customized solution for improving Press Ganey results the organization and process improvement ideas based on data analysis and review.
Provide an impartial means to measure the organization’s strengths and weaknesses against the competitors in the healthcare market.
Effectively create a competitive analysis program to communicate regularly with senior leadership to help make the Stamford Health’s Contact Center the best in the market.