Call Center Quality Specialist

This listing was posted on ApplicantPRO.

Call Center Quality Specialist

Location:

Chicago, IL

Description:

Primary responsibilities for the Quality Specialist role will be to support our internal and offshore call centers Quality strategies by analyzing and improving contact center team members quality and knowledge. The incumbent will support and may solely facilitate basic new hire training for the successful hand off to their future leader. Additionally, the incumbent will perform quality monitoring's of Inbound, Outbound and Written Correspondence Communications from Contact Center Team. Perform detailed evaluation recaps, with targeted recommendations for continuous improvement. Adhoc analysis may be needed and used in the support of fulfilling the strategic vision of continuous improvement within the call center. Incumbent will work closely with key leaders across all operational business units to support enterprise objectives by identifying improvement opportunities, while reporting Quality KPI performance. Additionally, will partner across the outsourced team to work closely with key stakeholders and identify actionable insights while working to implement solutions. RESPONSIBILITES: Maintain working knowledge of current MVP products and services offered by the company. Must be able to successfully navigate through multiple online scripting, scheduling and CRM systems while demonstrating confidence and a focus on scheduling and retention. Conduct quality assurance monitoring(s) of new and tenured employees for both internal employees and external vendors. [If needed] Participate in team initiatives such as targeted call calibrations, trainings, and ad-hoc projects. Communicate with leadership on an on-going basis regarding any noticed trends, findings and quality scores. Meet quality assurance requirements and key performance metrics. Must be willing to train and engage all learners at all levels to improve performance and quality. Deliver pre-designed course materials in both group and one-on-one sessions. Provide feedback to Recruiting Specialist on new hires coming into the training program Other duties as assigned. QUALIFICATIONS: Three (3) years' work-related experience (quality assurance) in health care administrative, insurance (claims, billing), call center or management regardless of industry. Preferred - Experience training new and existing team members. Confidently and effectively communicates to audiences at all levels, both verbally and in writing. Possess strong critical thinking and collaboration skills. Analytical abilities to grasp key data points from quality reports and trends. Familiarity with tools, concepts, and methodologies of quality assurance, coaching and training. Enjoys the challenge of unfamiliar tasks and seek improvement through failure and success. Demonstrated ability to work independently and be self-motivated. REQUIREMENTS: Excellent oral, written communication and listening skills required. Strong attention to detail skills required. Three Years prior Call Center QA or Leadership experience required. Knowledge in Medical, Vision or Healthcare. Proficiency in Excel/Google Docs required. Must be comfortable working on site minimum 2 days per week onsite & have availability weekdays from 8am-5pm/CT. This team works out of our Operations Center in downtown Chicago. Job Posted by ApplicantPro

Company:

Midwest Vision Partners

Posted:

November 15 on ApplicantPRO

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Call Center Quality Specialist | Call Center Representative, Quality Specialist in Customer Servic1

Call Center Quality Specialist

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