Training and Quality Specialist - Call Center

Versiti•Aurora, IL

About The Position

Overview Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive. Position Summary Under the direction of the Training & Quality Manager, the Specialist Training and Quality assists in the daily overall operation of donor recruiting activities. The primary focus is to monitor and score calls, chats, and social media responses for agents. In addition, this role will analyze reports, track recruiting trends, and make recommendations to leadership to improve recruiting performance. Total Rewards Package Compensation The target salary for this position is $20.74 per hour. The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications. Benefits Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

Requirements

High School Diploma required
1-3 years Proficient customer service experience required
1-3 years Minimum 2 years contact center experience preferred
1-3 years Outbound or sales experience preferred
1-3 years Experience in monitoring contact center calls preferred
1-3 years Previous coaching and/or presentation skills required
Advanced (“Power User”) Microsoft Office Suite required
Excellent oral and written communication skills, specifically with interactions over email, documentation, and speaking to the team required
Excellent editing and proof-reading skills required
Excellent problem-solving and service recovery skills required
Excellent organizational skills required
Demonstrated ability to multi-task, while maintaining attention to detail required
Demonstrated ability to maintain confidentiality required
Proficient initiative and self-directed required
Must learn contact center-specific programs (HemaTerra) required

Nice To Haves

Associate's Degree preferred

Responsibilities

Monitors agent calls, chats, social media replies, emails, and texts using set donor experience standards
Assists in the development of the quality programs and makes edits, as needed
Facilitates individual and group coaching sessions with agents to improve scores/performance
Monitors and reviews employee performance to ensure productivity and exceptional performance
Keeps management informed of daily operations and issues
Provides input, suggestions, and ideas for effective customer-service and donor retention programs.
Creates, edits, and utilizes quality scorecards
Executes Recruitment quality program to understand opportunities with Coordinators
Ensures processes are followed effectively and efficiently to maximize productivity; intervene and assists in resolving operational problems
Identifies trends or opportunities and make recommendations for changes and/or improvements
Creates, updates, and maintains resource material
Creates, updates, and maintains scripts for calls and recordings, working in conjunction with Donor Marketing and Donor Group Recruiting
Responsible for proactively communicating improvements needed
Delivering coaching to employees who may be under performing
Responsible for assisting with training sessions, as needed
Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
Understands and performs in accordance with all applicable regulatory and compliance requirements
Complies with all standard operating policies and procedures