Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

QA Specialist Workforce Management

Expired Job

Brookdale Senior Living Brentwood , TN 37024

Posted 2 months ago

Full Time

QA Specialist Workforce ManagementQA Specialist Workforce Management
111 Westwood Place Suite 200 Brentwood, TN 37027

Job #: QASWMCObreTN68274

Brookdale. Bringing new life to senior living.

Job Summary:

Ensures quality service and compliance with contact center procedures for correct contact handling. Monitors customer interactions, provides feedback and trend data to supervisors and advisors, and provides information for process improvement. The QA Specialist ensures that the advisors and contact center teams are customer focused, sales driven and that all interactions with customers, external and internal, represent Brookdale's standards.

Your responsibilities:
1.Reviews, evaluates and scores telephone, email and chat interactions based upon predetermined service criteria.
2.Completes evaluation scoring forms and documentation.
3.Provides comments on forms and scorecards where necessary to ensure accurate feedback.
4.Monitors and reports advisor and contact center performance using appropriate contact center performance management technologies and tools.
5.Coordinates and facilitates regular scoring calibration sessions to assure accuracy of scoring results.
6.Develops and maintains performance data and reporting, as necessary.
7.Provides timely feedback and coaching to advisors on good performance and opportunities for improvement.
8.Participates in the design and maintenance of evaluation criteria, forms and systems.
9.Monitors the effectiveness of training and provides feedback to management.
10. Provides ongoing feedback for regular process improvement and opportunities.Required skills and qualifications:

  • High School Diploma or General Education Degree (GED) required.

  • Minimum two years experience in a contact center environment; or equivalent combination of education and experience.

  • Previous knowledge and experience with contact center technology, including workforce management, quality monitoring, and ACD routing and reporting systems preferred.

If you're a Brookdale associate, please consider referring someone through the Good People Program!

Brookdale is an EOE-(Equal Opportunity Employer) and drug-free workplace.

Brookdale offers a number of benefits to full-time associates including, but not limited to: medical, dental, vision, disability, life, paid time off, educational reimbursement. All associates, age 21 and older, are eligible to participate in the 401(k) retirement savings plan.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Document Management Assistant

HCA

Posted Yesterday

VIEW JOBS 11/14/2018 12:00:00 AM 2019-02-12T00:00 Parallon believes that organizations that continuously learn and improve will thrive. That's why, after more than a decade, Parallon remains dedicated to helping hospitals and hospital systems operate knowledgeably, intelligently, effectively and efficiently in the rapidly evolving healthcare marketplace, today and in the future. As one of the healthcare industry's leading providers of business and operational services, Parallon is uniquely equipped to provide a broad spectrum of customized services in the areas of revenue cycle, purchasing, supply chain, technology, workforce management and consulting. Parallon's purpose is simple. We serve and enable those who care for and improve human life in their communities. Document Management Assistant Job Summary – The Document Management Assistant is responsible for supporting centralized print functions, analyzing, processing, scanning, and indexing correspondence, and working returned mail. Supervisor – Document Management Manager Supervises – None Duties (included but not limited to) * Ensure documents uploaded to centralized print pool are printed, sorted, and mailed timely * Support work from home employees with any printing and mailing needs * Analyze, process, and index correspondence * Process returned mail and forwarding notices by updating address in Patient's account * Scan documents into optical imaging system * Index correspondence in optical imaging system * Document actions taken in the patient account * Match corresponding paperwork to accounts * Handle primary switchboard * Meet and maintain established departmental performance metrics for production and quality * Maintain working knowledge of workflow, systems, and tools used in the department * Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement" * Other duties as assigned Knowledge, Skills, and Abilities * Communication - communicates clearly and concisely, verbally and in writing, utilizing proper punctuation and correct spelling * Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations * Interpersonal skills - able to work effectively with other employees, patients, and external parties * PC skills - demonstrates proficiency in Microsoft Office applications and others as required * Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures, and systems * Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, and transcribe accurately Education High school diploma or GED required Experience Minimum one year related correspondence/imaging experience preferred. Relevant education may substitute experience requirement. Certificate/License None Physical Demands / Working Conditions– Requires prolonged sitting/standing, some bending, stooping, walking and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports or other information. Requires lifting papers/boxes and pushing/pulling up to 25 pounds occasionally. Work is performed in an office environment or hospital setting. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. OSHA Category– The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way. HCA Brentwood TN

QA Specialist Workforce Management

Expired Job

Brookdale Senior Living