Quality Assurance Specialist

4 weeks ago


IL United States Midwest Vision Partners Full time
Job Title: Quality Assurance Specialist

Midwest Vision Partners is seeking a highly skilled Quality Assurance Specialist to support our internal and offshore call centers in achieving exceptional quality standards. As a key member of our team, you will play a crucial role in analyzing and improving contact center team members' quality and knowledge.

Key Responsibilities:
  • Maintain a working knowledge of current MVP products and services.
  • Successfully navigate multiple online scripting, scheduling, and CRM systems.
  • Conduct quality assurance monitoring of new and tenured employees for internal employees and external vendors.
  • Participate in team initiatives, such as targeted call calibrations, trainings, and ad-hoc projects.
  • Communicate with leadership on trends, findings, and quality scores.
  • Meet quality assurance requirements and key performance metrics.
  • Train and engage learners at all levels to improve performance and quality.
  • Deliver pre-designed course materials in group and one-on-one sessions.
  • Provide feedback to Recruiting Specialists on new hires.
Qualifications:
  • Three years' work-related experience in quality assurance, healthcare administration, insurance, or call center management.
  • Preferred experience in training new and existing team members.
  • Strong critical thinking and collaboration skills.
  • Analytical abilities to grasp key data points from quality reports and trends.
  • Familiarity with quality assurance tools, concepts, and methodologies.
Requirements:
  • Excellent oral, written communication, and listening skills.
  • Strong attention to detail skills.
  • Three years' prior Call Center QA or Leadership experience.
  • Knowledge in Medical, Vision, or Healthcare.
  • Proficiency in Excel/Google Docs.


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