EO, Quality Assurance Specialist

Ovation Healthcare • Crest, CA

10d • Remote

About The Position

The Quality Assurance Specialist is responsible for supporting and enhancing quality assurance and analytics efforts within the call center. This position ensures that customer interactions meet established standards by conducting thorough evaluations and providing valuable insights to improve service delivery, agent performance, and operational efficiency. The role works closely with management to develop and implement quality control measures, track performance trends, and recommend strategies for continuous improvement.

Requirements

• Familiar with basic call center workflow and processes.
• Familiar with QA processes and practices.
• Focused on quality and customer service.
• Comprehensive understanding of quality assurance metrics
• Working knowledge of Windows-based systems and Microsoft Office products
• Understanding of legal rules and regulations pertaining to HIPPA
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.
• Coordination — Adjusting actions in relation to others' actions.
• Time Management — Managing one's own time and the time of others.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Ability to prepare and present timely and accurate reports and recommendations to the team and senior management.
• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Written Expression — The ability to communicate information and ideas in writing so others will understand.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
• Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.
• High School Diploma or GED required.
• Proven experience in analyzing, interpreting, and summarizing complex data related to contact center technologies is essential.

Nice To Haves

• Experienced with VoizTrails or similar evaluation software preferred.
• 1-2 years of experience with contact center Quality Assurance systems and processes preferred.
• Alternatively, 3+ years of experience as a call center agent may substitute for Quality Assurance experience.

Responsibilities

• Generate, update, and distribute reports as required, ensuring accuracy, timeliness, and relevance for team and management review.
• Conduct call monitoring to assess agent performance, identify key trends, and provide actionable insights to the management team to drive performance improvements.
• Analyze data from the quality management system to evaluate both team and individual performance, delivering constructive feedback to support continuous improvement.
• Leverage customer service expertise to assess current practices, proactively identifying areas for improvement and recommending process enhancements.
• Facilitate weekly QA training sessions for agents, focusing on enhancing call quality and aligning with performance standards.
• Collaborate with leadership to mentor agents and guide them in improving call quality scores, providing support and development opportunities.
• Coordinate and lead call calibration sessions with management, selecting calls for review, documenting key takeaways, and driving collaborative discussions to ensure alignment on quality expectations.
• Assist other departments in locating missing calls from Five9, ensuring smooth issue resolution and continuous workflow.
• Perform other related tasks as assigned, contributing to the success and effectiveness of the team and department.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED