Quality Assurance Specialist

Zimmerman Associates, Inc. is seeking a Quality Assurance Specialist to support a government contract bid in the Bethesda, MD area.

The Quality Assurance Specialist will be responsible for ensuring that the IRMAC meets specific thresholds for acceptability for both external and internal data quality.

• Assist the call center during high-volume days/times with phone support.
• Research MICA reports that are created in Excel for possible mis-bookings (MICAs).
• Append MICAs from MICA reports to MICA Database in Microsoft Access, located on SharePoint.
• Update daily mis-bookings and staff mis-booking totals, via the MICA report on SharePoint.
• Perform data entry of the Customer Feedback Server.
• Review database for mis-bookings. Review mis-bookings and provide findings and resolutions to customers/leadership.
• Listen to Call Center Agent phone calls to ascertain patient experience.
• Review and update pertinent documents.
• Report opportunities for improvement (MICAs/mis-booked Appointments).
• Research Call Center Agent Quality via MHS-GENESIS (upon request).
• Follow-up on immediate concerns and clinic updates (upon request). Provide responses to emails about resolution of mis-bookings.
• Research clinic protocols and update information (upon request).
• Utilizing a database, use MICA reports that are created in Excel to append daily historical information to Microsoft Access.
• Daily reporting of staff mis-bookings, via the MICA report, located on the SharePoint to Team Leads, Floor Supervisors and Appointing Chief. Monitor Call Center Agents' phone calls to determine accuracy of information and service provided. Inform Call Center Team Leads on any inaccurate information/and or unprofessional customer service delivery.
• Streamline data collection processes and verify data formats as necessary to improve efficiency of retaining significant data.
• Daily reporting of staff mis-bookings from previous workday transactions via the MICA Report to Call Center Team Leads, Supervisors, and Appointing Chief.
• Daily monitoring of incorrect telephone Consults reported from clinics and disseminating follow up communications to staff as appropriate. Monitor Call Center Agents' phone calls to determine accuracy of information and service provided. Advise Team Leads of any inaccurate information/and unprofessional customer service delivery.
• Share ideas with QA Specialist on streamlining data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data.
• Provide QA Specialist summaries of quality performance statistics to IRMAC leadership - Floor Supervisors and the Chief of Operations and Team Leads.
• Assist QA Specialist as needed, summarizing Call Center Agent's individual performance trends and reporting results to IRMAC leadership upon request.
• Assist with staff training.
• Assist the QA Specialist with fostering collaboration with IRMAC leadership and outside organizations to improve the quality of workflow and processes to ensure compliance with established work standards, policies, and procedures.
• Complete all monthly Agent reviews in conjunction with the Call Center Team Leads and Floor Supervisory team by the 15th of the month following the review.
• Develop and implement Performance Improvement Plans (PIPs) for Call Center Agents who fail to meet monthly standards, to include next steps for coordination with Floor Supervisors and Lead Agents.
• Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity.
• Troubleshoot technical issues such as: Network connectivity, Call Routing, and System down scenarios.
• Listen to Call Center Agents' phone calls to determine patient experience.

A total of inbound calls, from a minimum of 10 different Call Center Agents, selected at random across the month, shall be surveilled.

Total number of failed calls for all inbound calls shall not exceed two (2) total calls per month.

A total of thirty (30) outbound calls, from a minimum of 10 different agents, selected at random from across the month, shall be surveilled.

Total number of failed calls for all outbound calls shall not exceed two (2) total calls per month.

• Monitor the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system and report any deviance to the PM.
• Review, revise, and standardize SOP format for all protocols to ensure that they remain current and applicable. Disseminate revisions to the NCR Clinics.
• Redesign and/or implement enhanced reporting standards and processes as appropriate to ensure they are effective to support the improvement and changing needs of the operations.
• Integrate clinic protocol documents into a single SOP to enhance efficiency and optimize procedures used in the Appointing process.
• Provide daily communication updates to IRMAC staff.
• Scrub future scheduled appointments for invalid and/or incorrect information and ensure that all required corrections are made prior to the patient arriving at their appointment.
• Weekly reporting of mis-bookings and resolution to the PM and IRMAC director.
• Daily reporting of staff mis-bookings from previous workday transactions via the MICA Report to Call Center Team Leads.
• Daily monitoring of incorrect telephone Consults reported from clinics and disseminating follow up communication to staff as appropriate.
• Document bi-weekly mis-bookings trends and statistics of IRMAC staff.
• Streamline data collection processes and verify data formats as necessary to reduce data collection burden while retaining significant data.
• Provide monthly summaries of quality performance statistics to IRMAC leadership
• Daily dissemination of clinic information to IRMAC staff.
• Provide insight into Appointing concerns to the IRMAC leadership upon request.
• Assist with staff training.
• Monitor all operations that affect quality.
• Provide PIP for personnel who require retraining.
• Ensure that all external and internal requirements are met before our data and newly designed databases and websites reach our customer.
• Review and participate in establishing standards and policies governing customer interactions and implement appropriate monitoring programs.
• Facilitate proactive solutions by collecting and analyzing quality data.
• Keep records of quality reports, statistical reviews, trend data, and relevant documentation and provide these in the form of actionable data to the site management team and various internal support groups as needed.
• Participate in customer and client listening programs and identify customer expectations and needs.
• Provide QA feedback to the Call Center Team Leads and IRMAC Leadership.
• Manage, measure, and mentor a team of Quality Assurance Assistants to meet the objectives of the department.
• Maintain consistent weekly calibration and monthly check-ins with QA Specialist and share progress updates, audit results, calibrate as needed, etc.
• Track/distribute Customer Satisfaction Reports to Lead Patient Appointment Coordinators and Leadership.
• Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity.
• Monitor the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system.

Zimmerman Associates, Inc. is an equal opportunity employer.

In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.