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Call Center QA Specialist - Hollywood, United States - Abacus Service Corporation
Description
Job TitleCall Center QA Specialist
Client Company/Dept. Name
Memorial Healthcare System
Address
3501 Johnson St,
City Name
Hollywood
State Name
FL-Florida
Zip Code
If others (Address)
Bill Rate
Min:
$
Max:
$
Pay Rate
Min:
$
Max:
$
Mark up % (if any)
Duration of the project
Project Start Date
Project End Date
3 years
Due date for Resume submission
No. of Openings
1
No. of Maximum Submissions
1
Job Description
Provide Quality Assurance support for a Healthcare client through random call audits using recordings, live calls, chat, Compile trends and behavioral data on strengths and deficiencies, continuously communicating results and details to the organization, often real-time. May provide feedback and coaching.
Monitor customer interactions using structured processes and provide coaching and feedback to representatives.
Ensure quality processes and standards are documented and followed, keeping accurate and organized records.
Contribute to and support improvement initiatives.
Providing daily/weekly/monthly reports around quality, trending and improvement suggestions.
Lead or participate in weekly calibration meetings and other related meetings to discuss the quality program.
Lead and participate in other projects and duties as assigned.
Hands-on experience with phone systems, functions and reporting.
Demonstrated effectiveness in communication.
Technical ability to create reports and use data to make effective decisions.
Positive outlook, customer centric, high energy, level headed, flexible, problem solver required.
Skill set info
Experience with EPIC and ServieNow. Minimum 5+years call center experience
Education
Certifications (if required)
Documentation Required for submission
Work Hours
Account Manager Name (Proposal Team)
Work authorization required
US Citizen Only
Relocation is accepted
No
Remote work
No
Additional Notes if any
