This position functions as an Associate Program Lead for Patient Services (PS). This position is responsible for monitoring calls for Quality for overall call center Quality according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services and continuous quality improvement. Monitors and evaluates the quality and handling of inbound calls, outbound calls for overall contact center Quality according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services is provided.
This position will report results on Quality monitors and makes suggestions for improvements, collaborating with team members to consistently exceed quality monitoring objectives while continually improving the customer experience. The position is also responsible for conducting Monitoring as assigned, providing written coaching/feedback notes and Quality discussions during team meetings if needed. This position will make recommendations to PS Compliance on escalations, new or updated Talking Points/DPs, and policies. This position is responsible to complete compliance related monitoring, and additional monitoring plans for cause. Lastly, the responsibilities include facilitating Operations-focused quality management needs/projects such as monitoring coverage, calibrations, new hire support, comparative evaluations, appeals, etc.
3-5 years' experience within Call Center industry
Ability to produce clear and concise written and verbal communication
Ability to influence and facilitate effective outcomes without authority
Familiarity with Contact Center Quality Initiatives
Strong ability to identify/suggest changes to the team using analytics to support recommendations.
Experience in the implementation of changes in processes
Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement
Conduct insightful, ad hoc analyses to investigate ongoing or one-time Quality Opportunities/issues
Ability to demonstrate critical, creative thinking and problem-solving skills
Ability to synthesize and trend data and make improvement suggestions
Strong attention to detail and compliance mindset
Bachelor's degree required