The Call Quality Specialist supports the Contact Center to ensure that the associates are providing the highest quality service to patients, providers and the general public. This position will monitor and score phone calls to make sure that quality standards are met. They will work with members of the Quality team as necessary to follow-up on positive and negative feedback and identify opportunities for improvement based on root cause analysis. They will create and provide reports to outline the amount of calls scored, total scored per CCA/CCS, individual results as well as results by team and the overall department. This position will also partner with the leaders in the Contact Center to provide feedback to the associates for the interactions that are scored. This role reports to the Sr. Customer Care Center Manager.
Necessary Education & Experience
Physical Requirements & Working Conditions
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.