Training & QA Analyst - Call Center

MemorialCare•Fountain Valley, CA

1d•Onsite

About The Position

To be the first reliable point of contact for Patients, Families and Providers. Providing the Simply Better MemorialCare Experience in every interaction with guests and colleagues. Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues. Prioritize service and customer experience within each interaction. Ensure unforgettable guest experiences through unmatched service. Demonstrates strong guest-focused engagement over the phone, email, and chat. Demonstrates effective communication, interpersonal, written and verbal skills. Communication between the Manager, Staff, and other departments to resolve issues. Acts as a resource and provides support for all staff for training and QA needs. Ability to read, analyze and interpret reports for trends and quality assurance measures. Strong organizational skills. Ability to present recommendations based on report finds to improve quality measures. Must be able to multi-task and maintain calm demeanor. Must possess problem resolution and follow through skills. Knowledge of managed care and the business segments. Knowledge and ability to schedule reservations for patients/family. Knowledge of report building and presenting to Leadership Team. Be at work and be on time and available to lead a dynamic team that supports a 24x7 operation. Follow company policies, procedures and directives. Interact in a positive and constructive manner. Prioritize and excel at multitasking. Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

Requirements

Minimum 5 years customer service/training/QA experience or other related guest-focused engagement preferred.
Call center experience preferred.
Traditional PBX knowledge and experience preferred (i.e. NEC, Avaya).
Excellent computer and typing skills are necessary.
Use and knowledge of Windows, Microsoft Office, Outlook (operates PC with speed and accuracy), and various Phone Systems.
High understanding of Excel.
Demonstrated analytical ability.
Training experience required
Quality Assurance (telephone monitoring, post-call analysis, reporting, post-call training) preferred
Medical terminology preferred.
Spanish speaking a plus.
High School diploma or GED required
Some College level education preferred

Nice To Haves

Traditional PBX knowledge and experience preferred (i.e. NEC, Avaya).
Call center experience preferred.
Medical terminology preferred.
Spanish speaking a plus.
Some College level education preferred

Responsibilities

Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues.
Prioritize service and customer experience within each interaction.
Ensure unforgettable guest experiences through unmatched service.
Demonstrates strong guest-focused engagement over the phone, email, and chat.
Demonstrates effective communication, interpersonal, written and verbal skills.
Communication between the Manager, Staff, and other departments to resolve issues.
Acts as a resource and provides support for all staff for training and QA needs.
Ability to read, analyze and interpret reports for trends and quality assurance measures.
Strong organizational skills.
Ability to present recommendations based on report finds to improve quality measures.
Must be able to multi-task and maintain calm demeanor.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge and ability to schedule reservations for patients/family.
Knowledge of report building and presenting to Leadership Team.
Be at work and be on time and available to lead a dynamic team that supports a 24x7 operation.
Follow company policies, procedures and directives.
Interact in a positive and constructive manner.
Prioritize and excel at multitasking.