Call Center QA Specialist

3 weeks ago

Baltimore, United States Automated Health Systems Full time

Automated Health Systems, a dynamic healthcare company, is looking to hire a Customer Service Center (CSC) QA Specialist to join its team. This is an on-site position in our Elkridge, MD office.

Benefits

  • Health/dental/vision/supplemental insurance/401(k)/Paid Time Off
  • Comprehensive and ongoing training
  • Employee Wellness Program
  • Strong company culture with career growth opportunities

The QA Specialist assists the Quality Manager and is responsible for monitoring all areas of the MD CSC Project to ensure quality customer service across all interaction channels. The QA Specialist will utilize information from the monitoring assessments to recognize staff with high quality scores, recommend remedial training for staff with low scores, identify trends within the Project and identify operational deficiencies.

The QA Specialist is also tasked with identifying exceptional staff that exhibit the capabilities necessary for managing greater responsibilities (i.e., special projects) and hold the potential for promotions (i.e., Tier II CSR, Supervisor, etc.). This position ensures that quality improvement initiatives and special projects are communicated in a positive and effective manner. This position, based in the Elkridge, MD office, reports directly to the Quality Manager, and is 100% dedicated to the Project.

MAJOR DUTIES AND RESPONSIBILITIES:

  • Utilizes the Evaluation Form to objectively monitor staff across all interaction channels;
  • Logs all results in Genesys so that the CSC Supervisors and Lead Customer Service Representatives can access near-real time results;
  • Participates in ongoing quality calibration exercises;
  • Meets regularly with the Quality Manager on the progress of the Maryland Customer Service Center Projects' overall quality objectives; submits monthly report regarding overall training activities;
  • Tracks trends in quality monitoring scores and makes recommendations to the Quality Manager regarding potential quality improvements that will improve performance;
  • Recognizes positive performance among Customer Service Center staff;
  • Recommends changes to the knowledge base;
  • Documents quality results in the Quality Tracker and participates in discussions with DHS and appropriate follow-up actions;
  • Designs and administers a needs assessment survey with regard to AHS training;
  • Engages in ongoing coordination with training staff;
  • Ensures that all staff are informed of changes in policy related to DHS Programs; and
  • Assists with other related responsibilities as assigned.



Requirements:

  • High School Diploma required; Associates or higher degree preferred.
  • Minimum of two years' experience in Customer Service capacity with previous quality assurance experience.
  • Prior experience as a mentor, coach, or trainer preferred.
  • Knowledge of DHS Programs and operations preferred.
  • Multi-task oriented individual able to assess situations quickly; problem-solver.
  • Strong ability to be self-directed and to motivate, coordinate, and direct on-going team effort.
  • Must possess effective oral and written communication skills - as well as small/large group presentation, cultural competence, organizational, and time management skills.
  • Demonstrated ability to use tact, patience, and courtesy both in group and one-on-one settings.
  • Be able to plan, prepare, evaluate, and coordinate new training and in-service programs. Must be able to read, interpret, apply, and explain rules, regulations, policies and procedures.
  • Must be able to meet schedules and timelines.
  • Strong PC skills required (i.e., Microsoft Office). Bilingual language skills are a plus.
AHS is an Equal Opportunity Employer. Please visit our website for more information: www.automated-health.com/careers

"The Enlightened Choice in Health Service Management"

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