Contact Center Quality Assurance Analyst

Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for a Contact Center Quality Assurance Analyst.

As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:

• Competitive salary

• Comprehensive, low-cost health insurance plans available day one

• Wellness programs

• Paid Time Off accruals

• Tax deferred annuity and (403b) pension plan

• Tuition reimbursement

• Free on-site parking

JOB SUMMARY:

The Contact Center Quality Assurance Analyst is responsible for quality monitoring incoming and outgoing calls via Voice and chat as well as associated documentation and scheduling of the Radiology Central Scheduling Representatives and/or phone representatives. He/she will provide actionable insight and assessing the quality of the performance of Contact Center phone throughout Stamford Health who handle inbound/outbound calls with our existing and potential patients.

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

• Coordinate and facilitate call calibration sessions for all Contact Center phone staff throughout the organization.

• Provides feedback and prepares weekly and monthly reporting to Stamford Health leadership regarding staff performance.

• Effectively measure compliance against established expectations of the role and responsibilities of a Radiology Central Scheduling Representative and/or phone staff (Quality requirements will differ depending on the department)

• Monitor, listen and evaluate calls in 3 ways: live, recorded and side by side while communicating feedback to encourage and discourage certain practices.

• Evaluate and identify key behaviors that improve the patient experience.

• Detect broken internal processes, skills gaps and make an informed decision on how to bridge the gap and other areas of the organization that may be impacted by these changes.

• Monitor healthcare industry trends (i.e., top missed points) month to month at the agent and organizational level.

• Effectively research and report what other healthcare organizations are practicing improving the patient experience.

• Take the acquired trend information to incorporate it into a customized solution for improving Press Ganey results the organization and process improvement ideas based on data analysis and review.

• Provide an impartial means to measure the organization's strengths and weaknesses against the competitors in the healthcare market.

• Effectively create a competitive analysis program to communicate regularly with senior leadership to help make the Stamford Health's Contact Center the best in the market.

• Design evaluation programs that remain focused on maintaining positive patient experiences.

• Assist in departmental cross-training for quality assurance.

• Strong ability to work independently and remotely when assigned.

• Proactively read emails daily and keep up to date on all communications.

• Demonstrate behavior consistent with Stamford Health's mission, vision, goals, objectives, and patient care philosophy.

• Must be committed to providing excellent service to Stamford Health and third-party customers.

• Demonstrate regular, consistent, and punctual attendance.

• Perform other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

• 2 to 3 years' experience in a Contact Center or customer service environment with emphasis on quality improvement.

• Strong interpersonal skills with the ability to be self-directed and an attention to details.

• String ability to work on various assignments simultaneously.

• Strong ability to communicate tactfully, verbally in writing and in person with department heads, managers, and coworkers.

• Proficient with Microsoft Office - Word, Excel, and PowerPoint

• Ability to work on multiple tasks and effectively prioritize work to achieve company and personal goals

• Proficient organizational skills in relation to scheduling (daily, weekly, monthly, yearly) tasks

• Ability to take full responsibility from start to finish

• The ability to deal with the demand of a fast paced and high-volume operation

• Ability to support internal staff

• Results-oriented with a willingness to take responsibility and initiative

• We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of the community and patients we serve.