Job description
Shift: Day/Evening/Night (United States of America)
Hours: 40
Contract: Non-Union
Weekend Rotation: Occasional
Job Profile Summary: Evaluates interactions with customer by listening to calls, reviewing emails or chat transcripts. Provides feedback to leadership. Performs audits to evaluate the root cause to ongoing issues.
Job Description:
Principle Responsibilities
- Performs quality assurance monitoring.
- Evaluates interactions with customer by listening to calls, reviewing emails or chat transcripts based on established guidelines.
- Measures quality using service excellence program.
- Recognize and celebrate excellence with written documentation.
- Documents feedback of areas needing improvement for each call.
- Provides feedback to leadership to leadership regarding trends noticed during quality monitoring.
- Performs service line audits as needed to evaluate root causes of ongoing issues.
- Other duties as assigned.
Job Requirements
- Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description, and High school diploma or GED preferred
- Associate's or Vocational degree preferred
- 2+ years of customer service experience required and
- 1+ years in a health care setting required
Physical Demands
Sedentary:
Lifting weight Up to 10 lbs. occasionally, negligible weight frequently
Additional Job Description:
Full Benefits
Associates or Vocational degree preferred
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