CCC Sr Anlst Quality

Job Description

All duties and responsibilities are performed in accordance with VITAS Healthcare’s policies, procedures, guidelines, contractual commitments, and governmental regulations.

• Responsible for monitoring both incoming and outgoing calls and associated documentation scoring of the CCC agent calls.
• Responsible for reporting and report monitoring using a quality application, to ensure accuracy of results prior to publishing.
• Compliance of department policies and procedures for all forms of communication within the CCC.
• Completes evaluations to ensure best practices are followed for CCC caller interactions.
• Ensures CCC guidelines are strictly followed and adhered to via call monitoring / shadowing and provides consistent feedback for continuous improvement for both agents and the CCC.
• Support the initial and ongoing training efforts for all Quality Analysts.
• Functions as a subject matter expert for Quality Analysts, while providing ongoing support and guidance.
• Escalate Quality Analyst and CCC agent concerns to CCC leadership.
• Works closely with the CCC Manager, Quality Assurance and CCC Management to ensure dashboards and reports provide relevant and helpful information.
• Use Microsoft products specifically Excel, pivot tables, PowerPoint to create reporting and presentations.
• Provide real‑time feedback and motivation to front‑line agents and supervisors.
• Participate and take lead in quality assurance meetings as well as calibration sessions.
• Remain current on departmental updates by reading and understanding documentation provided through e‑mail, team meetings, center handouts and training.
• Strong interpersonal and communication skills.
• Participate in design of call monitoring formats and quality standards through insights to current performance and outcomes.
• Use quality monitoring data management system to compile, track and report performance at the team and individual level.
• Evaluate results as an aggregate to identify learning deficits and opportunities for performance improvement activities.
• Provide actionable data to various internal support groups as needed.
• Review documentation and report compliance with VITAS standards.
• Participate in assessment of training needs and activities to improve performance.
• Conduct trainings as needed on quality topics.
• Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job‑related duties assigned by their supervisor or management.

Experience
:

• Three or more years’ experience in a call center or customer service environment with emphasis on quality improvement.
• Strong interpersonal skills with ability to be self‑directed and an attention to detail.
• Knowledge of Microsoft Office reporting tools, e‑mail, and other applications.
• Ability to work on various assignments simultaneously.
• Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.
• Working knowledge of computers, internet access, and the ability to navigate within an automated system as well as a variety of software packages such as Microsoft Excel, Power BI, PowerPoint and Word.

Completion of high school or basic education equivalency required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

VITAS® Healthcare is the nation’s leading provider of end‑of‑life care, and has the resources and expertise to support your personal and professional growth. As a member of the VITAS team, you’ll find fulfillment working for a people‑focused organization dedicated to making a difference in the lives of others. You will be more than just an employee:
You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission. All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change.

If you are that person, make your voice heard—find your purpose at VITAS today.

• Competitive compensation
• Health, dental, vision, life and disability insurance
• Pre‑tax healthcare and dependent care flexible spending accounts
• Life insurance
• 401(k) plan with numerous investment options and generous company match
• Cancer and/or critical illness benefit
• Tuition Reimbursement
• Paid Time Off
• Employee Assistance Program
• Legal Insurance
• Roadside Assistance
• Affinity Program