Quality Improvement Specialist

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Job Description Summary

As a Call Center Quality Assurance Analyst, you will play a crucial role in evaluating and enhancing customer service interactions for our Partner team, specifically focusing on Tier 1 agents, which includes Levels 1 and 2.

How Will You Make An Impact & Requirements

This position is designed for individuals passionate about customer experience and committed to improving processes and efficiencies within the call center environment.

Responsibilities

• Conduct regular quality evaluations of customer interactions to ensure they meet company standards and support an elevated customer experience.
• Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive evaluations.
• Identify opportunities for process improvements within the Tier 1 team and communicate these insights to Quality Leadership.
• Provide detailed and constructive feedback to agents to help close performance gaps, identify training needs, and enhance service quality.
• Contribute to the development of knowledge and training resources, collaborate with quality teams to refine QA tools and processes, and generate quality reports with actionable insights.
• Work independently in a remote environment while collaborating effectively with team members.

Compensation: $46,160 - $69,240 and bonus eligible.

Additional Details

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Quality Assurance
• Industries:
  Hospitals and Health Care

This job posting is active. No indication of expiration was found.