Quality and Training Analyst DIO - Hybrid Eligible

contact center quality assurance manager

at memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of the memorial experience.

summary:

responsible for overseeing the contact center's quality and performance standards, alongside developing, and implementing comprehensive training programs. Understand all aspects of call quality, customer service, and internal and external compliance requirements, to ensure new hire and ongoing curriculum is driving performance and quality. This multifaceted role entails monitoring interactions, analyzing quality trends, and identifying training needs to enhance agent performance.

responsibilities:

provide management with regular agent performance feedback, coaching agents to fill performance gaps found in audits, and advising management for any type of auto-fail call or agent phone behavior that does not support the culture. Serve as a subject matter resource to team members, supervisors, and management staff on quality measures, protocols, and customer service expectations. This role should be adept at taking calls and scheduling patients for all service lines the department handles.

Create, maintain, and track reports regarding performance utilizing the quality monitoring and management system. Monitor inbound and outbound calls for measuring service skills, adherence to internal processes and scripting, and quality of customer service provided. Work closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement. Collaborate with applicable business units/areas to establish course specifications, prerequisite skills, and knowledge for trainees, assessing the effectiveness of training and creating action plans for improvement.

Assist with the development of quality assurance processes, supporting and suggesting improvements to meet the highest level of patient experience. Conduct evaluations utilizing departmental quality monitoring forms, utilizing speech analytics tool, and recorded omni channel media for assessment. Use existing training content to coordinate, develop, design, and maintain team and individual training materials for the contact center end-user, ensuring customer satisfaction metrics are met.

Stay abreast of trends in adult learning techniques, customer service, and contact center-focused training programs. Analyze and identify quality performance trends at the agent and department levels, including root cause analysis and recommendations for error reduction and process improvement. Prepare and analyze quality reports for management review. Develop training programs designed to give newly hired employees the skills to be successful in the role, including systems, customer service soft skills, and department processes and procedures.

Maintain a strong understanding of end-user workflows and epic application module functionality to teach end-users and ensure proper system usage. Assist management in the formation of department goals. Participate in the development of documents to drive quality improvement, including the design of quality monitoring forms and standards, as well as updating processes, procedures, guidelines, and training materials. Coordinate training materials for end-users for new releases, partnering with the workforce management team to schedule appropriate contact center resources.

competencies:

accountability, accuracy, analysis and decision making, content presentation and delivery, customer service, hipaa, problem solving, responding to change, standards of behavior, team work

education and certification requirements:

bachelors: business administration (required)

working conditions and physical requirements:

• bending and stooping = 40%
• climbing = 20%
• keyboard entry = 60%
• kneeling = 40%
• lifting/carrying patients 35 pounds or greater = 20%
• lifting or carrying 0 - 25 lbs non-patient = 60%
• lifting or carrying 2501 lbs - 75 lbs non-patient = 40%
• lifting or carrying >…