Current jobs related to Contact Center Quality Assurance Analyst - Stamford, Connecticut - Stamford Health
-
Contact Center Representative
2 weeks ago
Stamford, Connecticut, United States Stamford Health Full timeJob Summary:Stamford Health, a leading healthcare organization, is seeking a highly skilled Contact Center Agent to provide exceptional customer service to patients and families. As a key member of our team, you will be responsible for answering calls, scheduling appointments, and addressing patient inquiries in a timely and professional manner.Key...
-
Contact Center Representative
1 week ago
Stamford, Connecticut, United States Stamford Health Full timeJob SummaryStamford Health is seeking a highly skilled Contact Center Agent to provide exceptional customer service to patients and families. As a key member of our team, you will be responsible for answering calls, scheduling appointments, and addressing patient inquiries in a timely and professional manner.Key ResponsibilitiesRespond to telephone inquiries...
-
Orthopedic Contact Center Representative
7 days ago
Stamford, Connecticut, United States Stamford Health Full timeJob SummaryWe are seeking a highly skilled and compassionate Lead Contact Center Agent to join our team at Stamford Health. As a key member of our Orthopedic department, you will be responsible for providing exceptional patient experience and ensuring seamless communication between patients, physicians, and staff.Key ResponsibilitiesRespond to patient...
-
Quality Assurance Manager
2 weeks ago
Stamford, Connecticut, United States Pierce Technology Corp Full timeJob OverviewPierce Technology Corp is seeking a seasoned Quality Assurance Manager to lead our software quality assurance efforts. As a key member of our team, you will be responsible for ensuring the highest quality of our products and services.Key Responsibilities• Develop and implement quality assurance strategies to meet business objectives•...
-
Contact Center Representative
2 weeks ago
Stamford, Connecticut, United States Stamford Health Full timeJob SummaryWe are seeking a highly skilled and experienced Contact Center Representative to join our team at Stamford Health. As a Lead Customer Service Agent, you will be responsible for providing exceptional customer service to patients and families, scheduling medical appointments and procedures, and ensuring a seamless patient experience.Key...
-
Quality Assurance Engineer
1 day ago
Stamford, Connecticut, United States Motorola Solutions Full timeJob DescriptionAt Motorola Solutions, we're committed to delivering exceptional quality and customer experience through agility, speed, and collaboration. We're seeking a highly motivated Quality Assurance Engineer to join our team and contribute to our mission of solving for safer.Responsibilities:Develop and implement quality metrics to monitor and improve...
-
Quality Assurance Engineer
6 hours ago
Stamford, Connecticut, United States Motorola Solutions Full timeJob DescriptionAt Motorola Solutions, we're committed to delivering exceptional quality and customer experience through agility, speed, and collaboration. We're seeking a highly motivated Quality Assurance Engineer to join our team and contribute to our mission of solving for safer.Responsibilities:Develop and implement quality metrics to monitor and improve...
-
Stamford, Connecticut, United States Guardian Life Full timeJob SummaryWe are seeking a highly skilled Risk Underwriting QA Analyst to join our team at Guardian Life. As a key member of our Underwriting Quality Assurance & Compliance Team, you will play a critical role in ensuring the accuracy and quality of our underwriting processes.Key ResponsibilitiesConduct audits of business processes to monitor adherence to...
-
Environmental Quality Assurance Specialist
4 weeks ago
Stamford, Connecticut, United States Sacred Heart University Full timePosition Overview:This role focuses on ensuring the integrity and reliability of environmental data through comprehensive quality assurance practices.About the Role:This is an office-based position that requires regular attendance at the designated duty station.Key Responsibilities:Deliver expert consultation and evaluations of quality assurance...
-
Pharmaceutical Packaging Quality Assurance Lead
4 weeks ago
Stamford, Connecticut, United States Carecam International Inc Full timeJob OverviewWe are in search of a dedicated and proactive individual to fill the role of **Quality Assurance Manager**. This position is pivotal in overseeing the **Quality Systems** within our packaging operations.The **Quality Assurance Manager** will be tasked with ensuring adherence to **current Good Manufacturing Practices (cGMP)** as they relate to...
-
Quality Assurance Inspector
2 weeks ago
Stamford, Connecticut, United States GPR Design & Manufacturing Full timeJob SummaryWe are seeking a highly skilled Quality Assurance Inspector to join our team at GPR Design & Manufacturing. As a key member of our Quality Control Inspection Department, you will be responsible for ensuring the highest quality standards in our products.Key ResponsibilitiesInspect and Test machined parts to ensure they meet our quality...
-
Lead Quality Assurance Engineer
3 weeks ago
Stamford, Connecticut, United States TekWissen LLC Full timeJob DescriptionOverview: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a prominent media and entertainment organization that develops, produces, and markets various forms of entertainment, news, and information. It operates a diverse portfolio of news and entertainment television...
-
Quality Assurance Engineer Intern
3 weeks ago
Stamford, Connecticut, United States Raytheon Technologies Full timeAbout the Role:This Quality Engineering Intern position offers a unique opportunity to contribute to the development of quality assurance processes and procedures within the Mission Systems team at Collins Aerospace, a Raytheon Technologies company.Key Responsibilities:Support site audits, control plans, process control methods, dimensional and physical...
-
Assurance Director
1 week ago
Stamford, Connecticut, United States BDO Full timeJob Summary:The Assurance Director role at BDO is a senior position that recognizes professionals who have achieved recognition in a technical area of assurance and risk management. This role is reserved for individuals who have demonstrated expertise and are qualified to perform limited yet critical additional technical functions as an Engagement Director...
-
Board Certified Assistant Behavior Analyst
2 weeks ago
Stamford, Connecticut, United States State of OK JD McCarty Center Full timeJob SummaryWe are seeking a highly skilled and dedicated Board Certified Assistant Behavior Analyst (BCaBA) to join our team at the State of OK JD McCarty Center. As a BCaBA, you will play a critical role in providing high-quality ABA therapy services to children with developmental disabilities.Key ResponsibilitiesSupervise and Train Staff: Supervise and...
-
Quality Assurance Manager
3 weeks ago
Stamford, Connecticut, United States Infrahire Full timeJob OverviewInfraHire is seeking a highly skilled Quality Manager to join our team in Stamford, CT.Key ResponsibilitiesDepartment Management: Oversee the Quality Department, ensuring seamless operations and effective management of resources.Quality System Maintenance: Maintain and improve the company's Quality System, adhering to industry standards and...
-
Quality Assurance Leader
4 weeks ago
Stamford, Connecticut, United States The Reserves Network Inc Full timePosition OverviewThis role is for a Quality Manager with a reputable organization. The successful candidate will play a pivotal role in ensuring the highest standards of quality are maintained across all operations.Key ResponsibilitiesLead and manage the Quality Department to ensure compliance with quality standards.Enhance and maintain the Quality...
-
Quality Assurance Manager
3 weeks ago
Stamford, Connecticut, United States Infrahire Full timeJob OverviewInfraHire is seeking a highly skilled Quality Manager to join our team in Stamford, CT.Key ResponsibilitiesDepartment Management: Oversee the Quality Department, ensuring seamless operations and effective quality control processes.Quality System Maintenance: Maintain and improve the company's Quality System, adhering to industry standards and...
-
Quality Assurance Specialist
2 weeks ago
Stamford, Connecticut, United States Volt Full timeJob OverviewVolt is seeking a highly skilled Quality Engineer to join our team in Fairfield, Ohio.Key ResponsibilitiesQuality Improvement: Identify and implement process improvements to ensure high-quality products and services.Root Cause Analysis: Conduct thorough investigations to identify and resolve quality issues.Process Control: Develop and maintain...
-
Quality Assurance Specialist
1 week ago
Stamford, Connecticut, United States Insight Global Full timeJob SummaryInsight Global is seeking a highly skilled Senior Quality Consultant to join our team. As a key member of our quality department, you will work closely with our clients to ensure the highest standards of quality and compliance in the development and manufacturing of combination products.Key ResponsibilitiesCollaborate with cross-functional teams...
Contact Center Quality Assurance Analyst
3 months ago
Job DescriptionStamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for a Contact Center Quality Assurance Analyst.
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.
ResponsibilitiesMAJOR 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.
QualificationsQUALIFICATIONS/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 PowerPointAbility to work on multiple tasks and effectively prioritize work to achieve company and personal goalsProficient organizational skills in relation to scheduling (daily, weekly, monthly, yearly) tasksAbility to take full responsibility from start to finishThe ability to deal with the demand of a fast paced and high volume operationAbility to support internal staffResults 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.
