Supervisor Quality Assurance

VITAS Healthcare•Miramar, FL

About The Position

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations. · Monitor and evaluate incoming and outgoing calls and the associated documentation of Call Center / Program agents. · Create and analyze Quality Team Reporting and assist with identifying areas of opportunity for performance improvement. · Support the interview, hiring, training, and ongoing development of Quality Analyst in conjunction with CCC Leadership. · Responsible for supervising, coaching, counseling, and on-going development of CCC Quality Analysts, as well as agents in collaboration with operational leaders. · Interview and hire new Quality Analysts in conjunction with local management. · Provide real time feedback, motivation, and recognition to Quality Analyst and front-line agents, supervisors, and other members of the Quality Team. · Facilitate Quality Assurance meetings and calibration sessions with Training, Quality and Operations Team. · Participates in the assessment of training needs and activities to improve performance. · Use quality monitoring and data management system to compile, track and report performance at the team and individual level. · Reviews documentation and reports ensuring compliance with VITAS standards, · Analyze quality data to determine trends and recommended process changes or improvements. · Partner with managers and supervisors to identify key performance drivers and build appropriate training and quality assurance initiatives. · Perform Training needs to agents in the CC/Program as needed. · Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Requirements

2 years quality analyst experience required.
Excellent written, oral, and interpersonal skills
Ability to communicate and apply project standards.
Proficient in data collection and analysis.
Must possess creative and critical thinking skills.
Skilled in training, mentoring, leading, and supervising.
Ability to work effectively with senior level management.
Completion of high school or basic education equivalency required.

Nice To Haves

Associate’s degree or related 4 years of relevant experience preferred

Responsibilities

Monitor and evaluate incoming and outgoing calls and the associated documentation of Call Center / Program agents.
Create and analyze Quality Team Reporting and assist with identifying areas of opportunity for performance improvement.
Support the interview, hiring, training, and ongoing development of Quality Analyst in conjunction with CCC Leadership.
Responsible for supervising, coaching, counseling, and on-going development of CCC Quality Analysts, as well as agents in collaboration with operational leaders.
Interview and hire new Quality Analysts in conjunction with local management.
Provide real time feedback, motivation, and recognition to Quality Analyst and front-line agents, supervisors, and other members of the Quality Team.
Facilitate Quality Assurance meetings and calibration sessions with Training, Quality and Operations Team.
Participates in the assessment of training needs and activities to improve performance.
Use quality monitoring and data management system to compile, track and report performance at the team and individual level.
Reviews documentation and reports ensuring compliance with VITAS standards
Analyze quality data to determine trends and recommended process changes or improvements.
Partner with managers and supervisors to identify key performance drivers and build appropriate training and quality assurance initiatives.
Perform Training needs to agents in the CC/Program as needed.
Performs related duties as required.