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Call Quality Auditor
Location:
Tacoma, WA
Description:
Call Quality Auditor Job in Tacoma, Washington. Benefits/Compensation: $16-18.50 per hour Health and Welfare Fringe Benefits: $4.23 per hour Paid Time Off - 10 8-hour days Paid Holidays - 11 days Paid Sick Time - 2.154 hours for every 80 hours worked accrual rate Company-funded match and safe harbor 401(k) Medical, Dental and vision plans available Life insurance and accidental death plans available Short-term and long-term disability plans available TRICARE Supplemental available Supplemental Benefit plans available Employee Assistance Program Pet Insurance Plans available College Tuition Benefit Program available Will Preparation Services available Call Quality Auditor Job Overview: Complete audits on assigned agents monthly to attain 5% minimum requirement to include inbound and outbound calls. Participate in quarterly calibration sessions with leadership. Participate/host enhancement (brown bag) sessions as needed. Ensure contractual and procedural compliance in each audit. Thorough documentation of deficiencies, areas of opportunity and positive feedback. Provide feedback to leadership regarding trends, potential process deficiencies, and provide potential solutions. Become a subject matter expert for each department. May host virtual chairside. Assist in creation of new call quality related documents, to include policies, procedures, job aids and communications. Required to take inbound calls on Mondays and may be required to take calls other days of the week due to business need. Call Quality Auditor Job Qualifications: Must be in current role for six months or greater Must not be on any disciplinary action Must attain rating of moderate or higher in all KPI's for previous three months per the KPI policy: Call quality of 90% or greater Adherence of 94% or greater External booking accuracy of less than .30 Internal booking accuracy of less than .50 In addition to maintaining KPI's you must meet attendance standards to maintain call quality auditor position Exceptional communication skills, to include proper grammar and punctuation Ability to work independently with minimal supervision Ability to interpret policy and apply to auditing (critical thinking) Excellent time management www.FSRpeople.com FSR employs healthcare professionals at government medical facilities providing care to military service members, retirees, and their families. Since 2004, FSR has built mutually beneficial, sustainable partnerships with healthcare professionals and our clients nationwide. FSR is an award winning organization built with committed professionals with a unified vision of helping others. We are honored to be named one of the Baltimore Sun's Top Workplaces! Federal Staffing Resources dba FSR is an Equal Opportunity Employer: disability/veteran/military spouse This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.
Company:
FSR
Posted:
December 26 2023 on ApplicantPool
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More About this Listing: Call Quality Auditor
Call Quality Auditor is a Quality Assurance Quality Auditor Job at FSR located in Tacoma WA. Find other listings like Call Quality Auditor by searching Oodle for Quality Assurance Quality Auditor Jobs.
Call Quality Auditor is a Quality Assurance Quality Auditor Job at FSR located in Tacoma WA. Find other listings like Call Quality Auditor by searching Oodle for Quality Assurance Quality Auditor Jobs.