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Quality Assurance Analyst

2 months ago

Englewood, New Jersey, United States Alfa Dental Support, Inc. Full time
Position Overview

Alfa Dental Support, Inc. is in search of a dedicated Quality Assurance Specialist to manage the operations of our call center and customer service interactions, ensuring the provision of exceptional service standards. The Quality Assurance Specialist will play a pivotal role in formulating and executing quality assurance protocols, assessing both call center and in-office engagements, and spearheading continuous improvement strategies to enhance overall performance.

Key Responsibilities:

  • Design and implement quality assurance frameworks and procedures to uphold and elevate the performance of call center operations and patient interactions.
  • Establish and carry out quality monitoring initiatives to assess the effectiveness of customer engagements, including phone calls, chat interactions, emails, and video communications.
  • Conduct routine assessments and evaluations of call center agents' performance, offering constructive feedback and coaching to refine skills and ensure compliance with quality standards, collaborating closely with management to address any performance issues.
  • Analyze performance metrics, trends, and customer feedback to pinpoint areas for enhancement and devise action plans to bridge performance gaps.
  • Work alongside the Call Center Manager to ensure alignment with quality assurance goals and to drive initiatives aimed at performance enhancement.
  • Set KPIs and quality benchmarks to evaluate and monitor the success of quality assurance activities.
  • Lead and engage in cross-departmental teams to implement process enhancements, training programs, and technological advancements.
  • Collaborate with Learning & Development teams to create and deliver training sessions and workshops focused on quality assurance best practices and customer service excellence.
  • Prepare and present regular reports and dashboards to senior leadership, showcasing key quality metrics, trends, and improvement strategies.
  • Undertake additional responsibilities as directed by management based on business needs.

About Us:

At Alfa Dental Support, Inc., we are committed to fostering a brighter future and improving the quality of life through superior dental care. Our mission revolves around providing customer-focused orthodontic services grounded in Affordability, Accessibility, and Exceptional customer service. We strive to ensure that every individual can enjoy the confidence that comes with a healthy and radiant smile.

* This job description is intended to outline the primary responsibilities and requirements of the position. Duties and responsibilities may evolve as needed.

* Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.