Contact Center QA Analyst I - Elevate Patient Care

University of Miami; United States; Remote; USD 42,000 - 58,000; Full time

Job summary

The University of Miami is seeking a Full Time Contact Center Quality Analyst 1 to monitor and improve call quality across scheduling, registration, and patient accounts. The role supports managers with feedback, completes weekly KPI/QA scorecards, and trains new agents.

Work involves assisting in peak periods and ensuring adherence to policies while safeguarding university assets. Equal opportunity employer with comprehensive benefits offered.

Qualifications

• Monitors calls for QA, focusing on telephone etiquette, registration completeness and accuracy.
• Provides objective feedback in QA documentation and identifies strengths/opportunities for each agent.
• Assists in training and coaching new agents in requirements and skills specific to their roles.

Responsibilities

• Monitor agent calls for quality assurance across scheduling, registration, and triage.
• Complete weekly Agent Scorecards with KPI metrics and QA results.
• Support managers in coaching and training, and provide operational support during peak call times.

Skills

Communication skills

Bilingual preferred

Education

High School diploma or equivalent

Job description

The University of Miami is seeking a Full Time Contact Center Quality Analyst 1 to monitor and improve call quality across scheduling, registration, and patient accounts. The role supports managers with feedback, completes weekly KPI/QA scorecards, and trains new agents.

Work involves assisting in peak periods and ensuring adherence to policies while safeguarding university assets. Equal opportunity employer with comprehensive benefits offered.