CONTACT CENTER TRAINING SPECIALIST

2 months ago


Fort Myers, United States EOTM - Partners Professional Full time
Job DescriptionJob Description

Seeking an experience Call Center Training Specialist/Quality Assurance Specialist. This is a full-time temp-to-perm opportunity in the Healthcare Industry. Those with Healthcare or Medical Industry experience are preferred.

Payrate - Negotiable depending on experience (average range $18 - $20/hr.)

GENERAL TASKS AND RESPONSIBILITIES:

  • Listen to and evaluate calls for Compliance adherence, Policy & Procedures, Technical Skills, and Patient Engagement skills.
  • Work collaboratively with dept. trainer and serve as a source of Quality information and data for specific client responsibilities
  • Provide ongoing feedback that provides agent focus and ensures performance consistency and continuous improvement
  • Track and report the results of internal coaching scores and external results
  • Coordinate, participate in, and facilitate Client and Internal Calibration Sessions
  • Make recommendations for continuous improvement and programs and processes
  • Consistently monitor the accuracy of scorecards, weightings, and legends
  • Track and interpret quality data
  • Compile reports on a daily/weekly/monthly basis to include analytics
  • Prepare spreadsheets and presentations
  • Participate in process improvement initiatives
  • Recommend ad-hoc training based on evaluation scores and outcomes
  • Other duties as assigned

SKILLS REQUIREMENTS:

  • Ability to provide an exceptional client experience
  • Skilled in verbal and written communication to analyze, interpret and address participant needs
  • Knowledge of contact services industry and best practice methods
  • Skilled in verbal and written communications to analyze, interpret and address client needs
  • Knowledge of Patient satisfaction and Net Promoter Score (NPS) methodology
  • Excellent presentation skills
  • Exceptional ability in PC applications including MS Office (Word, Excel, PowerPoint and Outlook)
  • Ability to work in a time-critical environment
  • Ability to be flexible and quickly adapt to changing business needs and processes
  • Experience with various call recording and EMR platforms preferred, no required
  • English and Spanish speaking preferred, but not required


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