PACC Quality Improvement Analyst- Warrenville, IL

Nevada System of Higher Education•Warrenville, IL

8d•$23 - $35•Onsite

About The Position

Patient Access Quality Improvement Analyst reports directly to the Supervisor of Patient Access Quality Improvement. This role is responsible for monitoring, evaluating, and enhancing the performance of customer service representatives within the call center. This role plays a crucial part in ensuring that the team adheres to established quality standards, policies, and procedures, with a focus on delivering exceptional patient experiences. Key duties include reviewing recorded calls and interactions to assess compliance with service protocols, identifying areas for improvement, and providing actionable feedback to representatives and leadership. The Analyst collaborates closely with management to develop and implement training programs, set performance benchmarks, and ensure continuous improvement in service delivery.

Requirements

Associates Degree Preferred
2 Years Call Center Quality Assurance experience required
Experience in contact center quality assurance and analysis programs
Exceptional written and verbal communication skills
A strong understanding of the contact center environment and the role Quality Assurance plays in the attraction, retention, and performance of high-quality employee talent

Responsibilities

Quality Improvement Review recorded calls to assess adherence to department policies, procedures, and customer service standards.
Deliver detailed, constructive feedback to customer service representatives on performance issues and areas for improvement.
Work closely with team Leads to provide targeted coaching sessions based on quality review findings.
Quality Improvement Initiatives Collaborate with management to identify recurring performance gaps and develop initiatives aimed at improving service quality.
Recommend process changes and best practices to improve call center efficiency and customer satisfaction.
Additionally, assume the leadership of the ongoing quality improvement program within the contact centers.
Identify and address impediments, outdated protocols, and conflicting information, and implement corrective measures to ensure continual improvement.
Compliance with Regulatory Requirement Ensure that all interactions adhere to industry regulations and company compliance standards.
Conduct audits to verify compliance with privacy laws, scripts, and communication protocols.
Knowledge Management Help ensure that customer service representatives have access to up-to-date information by managing and updating the internal knowledge base with scripts, FAQs, and policy changes.
Ensure that training materials reflect current protocols and are aligned with quality standards.
Quality Reporting Assists in the creation of quality improvement (QI) reports for the leadership team, encompassing process audit findings, updates in knowledge management, and agent quality assessment scores.
Perform Other duties as assigned.