Quality Assurance Specialist - Marcum & Wallace Hospital

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Scheduled Weekly

Hours:

32

Work Shift: Days/Afternoons (United States of America)

The Quality Assurance Specialist (QAS) is responsible for monitoring, assessing, and documenting the adherence to standards for programs and services delivered to consumers. The QAS monitors inbound and outbound interactions against a standardized evaluation tool designed to assess a service expert’s adherence to scripts, system usage and customer experience. Responsible to provide input to the scoring methodology and form based upon updates to operational policies, procedures and system usage.

• Develop, maintain and implement processes and procedures to ensure delivery of service excellence, as well as make recommendations for enhancements to training materials or operational elements, as needed.
• Monitor and score service expert customer interactions using an evaluation form to determine if service experts provided excellent customer service, followed appropriate call scripts and used systems appropriately throughout the call. May include targeted call review to resolve escalation of issues as well as scheduled call monitoring.
• Provide feedback to supervisors/managers and others as needed via evaluation form and other written / verbal communications designed to help coach service experts and highlight areas of opportunity as well as areas of high performance.
• Identify and elevate risks through defined channels for issues identified through call monitoring or other interactions with Service Experts.
• Participate in joint call calibration sessions with Contact Center Management and Training Department and other areas as appropriate to align on execution of written standards.
• Understand the implication and associated changes with the implementation of new scripts, processes / policies and or scheduling system enhancements.
• Partner well with other QASs, operations, training, knowledge, clinical quality and others with the goal of mitigating risk and providing an excellent and consistent customer experience for continued improvement of our services.
• Contribute to the overall quality of service delivered to our consumers through a uniform and consistent focus on agreed upon standards of excellence.
• This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Preferred:
Bachelor's/4 year degree;
Business Management

Minimum Years and Type of Experience

3+ years of contact center experience (required). 2+ years of quality assurance/monitoring experience (preferred). Healthcare experience (preferred).

• Proficient with Microsoft Office Products
• Detail oriented
• Good decision making skills
• Excellent written and verbal communication skills
• Work well with operational and training partners
• Able to balance conflicting opinions / information and escalation paths, if needed
• Good problem solving skills
• Open to change and a facilitator of change management
• Computer literacy
• Confidentiality
• Independent management of tasks
• Identify and elevate risks and issues raised across thousands of evaluations

• Enterprise contact center implementation experience
• Salesforce and/or other CRM platform experience
• Calabrio systems experience

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Mercy Health is an equal opportunity employer.

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