QUALITY IMPROVEMENT ANALYST
About The Position
This position provides support to the SUD National Call Center to effectively manage internal reporting processes and manage the call quality review system. This position is responsible for the gathering and distributing reports on a daily and monthly basis. This data collection includes aggregating call volume metrics, call center agent metrics and census reports for the FRN/UHS free standing SUD Facilities, daily and rolling up monthly. This position is responsible to perform quality call reviews for assigned locations and will independently “score” calls measuring quality metrics on call center agents using a systemic random process. The over call quality metrics will be presented to National Call Center leadership monthly through a dashboard for corporate reporting. This position will also review any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center. Success in this role requires advanced Microsoft Office skills, strong analytical thinking, attention to detail, and clear communication.
Requirements
- Associate's degree required
- 1-3 years of experience required
- Advanced Microsoft Office Suite
- Strong analytical skills
- Strong attention to detail
- Excellent verbal and written communication
Nice To Haves
- Bachelor's preferred
- 3-5 years preferred
Responsibilities
- Manages the call quality review systems which includes the review of daily, weekly, monthly, and yearly call center reports. Uses appropriate methods to filter, score, analyze data and communicating appropriately with the goal of improving overall quality and performance.
- Gathers and provides managers with appropriate scorecard results and collaborate on ideas for improvement to reduce variances.
- Collaborates with supervisor to prioritize business, information, and reporting needs necessary for projects and admission center functions.
- Reviews any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center and provides recommendations where applicable.
- Communicates regularly with sales managers to understand on metrics details and report errors and/or gaps in admissions documents.
Benefits
- Challenging and rewarding work environment
- Competitive Compensation & Generous Paid Time Off
- Excellent Medical, Dental, Vision and Prescription Drug Plans
- 401(K) with company match and discounted stock plan
- SoFi Student Loan Refinancing Program
- Career development opportunities within UHS and its 300+ Subsidiaries!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
