Customer Service Quality Assurance Specialist

About the role

The Quality Assurance Specialist is responsible for monitoring inbound/outbound healthcare calls for Member/Provider. Develop process improvements; analyze performance with the use of resources, and to identify concerns for/by Member/Provider to ensure a first call resolution. The Quality Assurance Specialist will also assist the Customer Service Supervisor by providing direct coaching and feedback to the Customer Service Representatives (CSRs).

Responsibilities

• Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.
• Complete designated number of documented monitors of customer contacts.
• Utilize approved monitoring tools and standards to assess the representatives’ knowledge of products, business practices and systems.
• Convert monitor findings and scores into coaching recommendations for performance improvement actions to internal/external parties.
• Facilitate scheduled calibration sessions that foster a consistent and reliable assessment of representative’s skills and behaviors by internal/external parties.
• Generate calibration recap reports for each scheduled calibration session.
• Participate in user acceptance testing exercises as needed for new product releases.
• Prepare reports as needed for the management team.
• Participate as needed in conference calls and meetings.
• Will be required to complete 4 hours of phone time monthly.
• Researches and formulates solutions in conjunction with leadership related to call center representative performance.
• Participate and support refresher training as needed on quality monitoring methods, tools, facilitation skills, and product features.
• From call monitor data, identify opportunities to improve training content.
• Perform other assigned duties as needed.

Qualifications

• Minimum of a High School diploma; or a minimum of two year’s progressive experience in a call center or equivalent combination of education and experience.
• Outstanding communication skills and the ability to understand complex situations to effectively handle customer needs.
• Strong knowledge of Microsoft Office, including Word, Excel, PowerPoint and Outlook.
• Knowledge of commonly-used concepts, practices, and procedures within the call center