Call Center Quality Assurance Analyst

At VEBT, employees are our No. 1 investment. We are looking for a high functioning, detail-oriented professional who can juggle various tasks with accuracy and is interested in molding their career with an award-winning, growing company.

Duties and Responsibilities:

• Coordinate and facilitate call calibration sessions for all Contact Center phone staff throughout the organization.
• Provides feedback and prepares weekly and monthly reporting to Stamford Health leadership regarding staff performance.
• Effectively measure compliance against established expectations of the role and responsibilities of a Radiology Central Scheduling Representative and/or phone staff (Quality requirements will differ depending on the department)
• Monitor, listen and evaluate calls in 3 ways: live, recorded and side by side while communicating feedback to encourage and discourage certain practices.
• Evaluate and identify key behaviors that improve the patient experience.
• Detect broken internal processes, skills gaps and make an informed decision on how to bridge the gap and other areas of the organization that may be impacted by these changes.
• Monitor healthcare industry trends (i.e., top missed points) month to month at the agent and organizational level.
• Effectively research and report what other healthcare organizations are practicing improving the patient experience.
• Take the acquired trend information to incorporate it into a customized solution for improving Press Ganey results the organization and process improvement ideas based on data analysis and review.
• Provide an impartial means to measure the organizations strengths and weaknesses against the competitors in the healthcare market.
• Effectively create a competitive analysis program to communicate regularly with senior leadership to help make the Stamford Healths Contact Center the best in the market.
• Design evaluation programs that remain focused on maintaining positive patient experiences.
• Assist in departmental cross-training for quality assurance.
• Strong ability to work independently and remotely when assigned.
• Proactively read emails daily and keep up to date on all communications.
• Demonstrate behavior consistent with Stamford Healths mission, vision, goals, objectives, and patient care philosophy.
• Must be committed to providing excellent service to Stamford Health and third-party customers.
• Demonstrate regular, consistent, and punctual attendance.
• Perform other duties as assigned.

Qualifications:

• 2 to 3 years experience in a Contact Center or customer service environment with emphasis on quality improvement.
• Strong interpersonal skills with the ability to be self-directed and an attention to details.
• String ability to work on various assignments simultaneously.
• Strong ability to communicate tactfully, verbally in writing and in person with department heads, managers, and coworkers.
• Proficient with Microsoft Office Word, Excel, and PowerPoint
• Ability to work on multiple tasks and effectively prioritize work to achieve company and personal goals
• Proficient organizational skills in relation to scheduling (daily, weekly, monthly, yearly) tasks
• Ability to take full responsibility from start to finish
• The ability to deal with the demand of a fast paced and high-volume operation
• Ability to support internal staff
• Results-oriented with a willingness to take responsibility and initiative.