Quality Specialist (Health Care)

PartnerHero • Greensboro, NC

10d • Remote

About The Position

We are looking for a passionate, support-focused Quality Assurance (QA) professional to take on our growing operations and need for world class quality Customer Support. As a CS Quality Assurance Specialist at Crescendo you will focus on reviewing CS interactions on a daily basis and assessing for critical insights and continuous improvement. A successful candidate will be able to accurately and consistently score an interaction against a QA rubric, provide actionable recommendations based on trends observed, fully master the product and processes, keep up with changes and be on the lookout for ways to improve the quality program overall. The ideal candidate will be detail-oriented while able to see the big picture, a strong independent worker, who is able to express areas of improvement backed by data confidently. The reason you join won’t be the reason you stay.

Requirements

• At least 1 year in a customer service/sales role
• Strong knowledge of Customer Support best practices
• An understanding of the importance and impact QA can have on a support organization.
• Strong oral and written communication.
• Organization and prioritization skills.
• Excellent time management skills and ability to meet deadlines reliably.
• Ability to identify trends and root causes of these trends.
• Data driven reporting abilities- using visualizations, spreadsheets and other data
• Ability to maintain strict confidentiality and awareness of implicit bias

Responsibilities

• Review and score associate interactions according to an established rubric, evaluating for quality and compliance.
• Prepare reports for Team Leads, Program Managers, and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements.
• Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance.
• Utilize a quality scoring tool to log insights, and provide product feedback to improve the tool.
• Assist in training and mentoring other QA Specialists as needed.
• Participate in regular meetings for calibration and coaching strategy.
• Develop insights and recommendations from analysis of quality audits.
• Create reports for leadership and other key stakeholders.
• Remain up to date on all necessary processes, product and policy impacting the operation.
• Assist with tickets during backlogs and as requested

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed