Contact Center QA and Training Specialist

1 week ago

Fort Worth, United States Solis Mammography Washington Radiology Full time
Job DescriptionJob Description

At Solis Mammography, our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. As the nation’s leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization.  The Solis team is establishing a dynamic culture of “work hard, play hard” and is looking for the next all-star to add to its roster. If you are an ambitious self-starter who thrives in an environment where you are empowered to take ownership of your area of responsibility, we would like to speak to you.

The Contact Center QA and Training Specialist is responsible for developing, delivering training and monitoring the performance of Solis Contact Center Agents. This position is critical to Solis Mammography; the Contact Center QA and Training Specialist ensure the agents provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts the profitability of the organization.

Operations

• Monitors calls for Contact Center Agents and documents for service and accuracy of information, including customer data, correct schedule and adherence to medical standards.
• Provides feedback to the Contact Center Agent and partners with the supervisor to ensure feedback is delivered within specified timeframes.
• Prepares and analyzes quality assurance and completes QA report for QA supervisor.
• Partners with QA supervisor to identify areas of opportunity and potential solutions.
• Participates in calibration calls (QA/Supervisor/Contact Center Agent) to ensure that evaluations and feedback are consistent.
• Collaborates on the design, delivery, and execution of training to ensure a focus on service, system and product knowledge.
• Collaborates with QA supervisor and conducts ongoing needs assessments to identify additional training opportunities.
• Partners with management to identify proactive changes to update and maintain training content and job aids.
• Provides support, answers questions and guides agents to use available resources.
• Utilizes all policies and processes with 100% compliance.
• Tracks and maintains Excel quality report.
• Assists in creating documentation, job aids, and memos for Contact Center.
• Respond to tier escalation and takes a call as needed to ensure timely response and Contact Center goals are met.
• Utilizes escalated calls as a training opportunity with agents.

Service
• Maintains customer confidentiality 100% of the time.
• Maintains productivity; ensures minimal downtime.

Team Focus
• Ensures adherence to contact center policies and procedures.
• Forms strong working relationships within the team and treats each other with respect.
• Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality.
• Brings problems to the attention of the QA Supervisor; is willing to ask for help.
• Supports QA Supervisor with projects on as needed basis.
• Interacts with other departments to ensure efficient and service-oriented operation.

SKILLS/QUALIFICATIONS:

• Excellent customer service skills both internally and externally.
• Strong verbal communication, listening and interpersonal skills.
• Energetic and flexible.
• Manages multiple projects; able to multi task.
• Able to read and understand complex information.
• Well organized and detail oriented.
• Exhibits sound judgment.
• Identifies additional tasks to be completed and willingly assists others.
• Strong Microsoft Office computer skills required.
• Minimum four years customer service required.
• Prior experience in classroom based training development, delivery and accelerated learning preferred.
• Familiarity with HIPAA law preferred.
• Call Center experience preferred.
• QA and program management experience preferred.
• Minimum two years of quality experience in a healthcare environment preferred.
• Bilingual (English/Spanish) preferred.
• College degree preferred.

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