Healthcare Contact Center QA Specialist
About The Position
As our Contact Center QA Specialist, you will be instrumental in upholding and elevating the quality of interactions within our contact center, ensuring exceptional customer service and consistent adherence to operational standards. Every day you will monitor and evaluate inbound and outbound calls, emails, and chat interactions, providing objective feedback and identifying areas for agent improvement. You will be expected to conduct regular quality assurance audits, analyze performance trends, assist in the development of training materials, and collaborate with team leads to coach agents and drive continuous improvement in customer satisfaction and compliance. To be successful in this role, you must possess meticulous attention to detail, strong analytical capabilities, and excellent communication skills, coupled with a deep understanding of customer service best practices and contact center operations. Participates in building, testing and maintaining processes in the training environment. Collaborates in the development and maintenance of training materials, including but not limited to scripts, scenarios and training schedules. Delivers end user training and support, using existing training materials and procedures. Participates in workflow design and system build in order to gain an in depth knowledge of the system, including functionality and workflows. Troubleshoots and resolves issues and questions, referring more complex issues to Senior QA Specialist or to Supervisor. Incorporates new system functionality in training/education plans. Identifies ways to improve education/training plans. This position is remote
Requirements
- 2 years of experience in healthcare environment working with applicable EHRs, and conducting training.
- HS diploma or GED
- Experience using a clinical management system
- Demonstrated computer literacy and competency, including the use of word processing, databases, and email.
- Ability to support go-lives of system components as necessary.
- Demonstrated ability to deliver effective classroom training.
- Excellent communication and teambuilding skills.
Nice To Haves
- Experience facilitating training to large groups preferred.
- 4 year degree, or equivalent work experience, preferred.
- Ability to critical analyze workflows for improvement preferred.
Responsibilities
- Monitor and evaluate inbound and outbound calls, emails, and chat interactions
- Provide objective feedback and identifying areas for agent improvement
- Conduct regular quality assurance audits
- Analyze performance trends
- Assist in the development of training materials
- Collaborate with team leads to coach agents and drive continuous improvement in customer satisfaction and compliance
- Participates in building, testing and maintaining processes in the training environment
- Collaborates in the development and maintenance of training materials, including but not limited to scripts, scenarios and training schedules
- Delivers end user training and support, using existing training materials and procedures
- Participates in workflow design and system build in order to gain an in depth knowledge of the system, including functionality and workflows
- Troubleshoots and resolves issues and questions, referring more complex issues to Senior QA Specialist or to Supervisor
- Incorporates new system functionality in training/education plans
- Identifies ways to improve education/training plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
