Contact Center Quality Analyst 1 (H)

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/UHealth Department of UHealth Connect has an exciting opportunity for a Full Time Contact Center Quality Analyst 1 to work in Medley.

Core Responsibilities

• Scheduling & Registration QA: Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
• Contact Center QA: Monitors agent calls for quality assurance, including telephone etiquette, paging request completeness and accuracy, and appropriate documentation.
• Patient Accounts Customer Service QA: Monitors agent calls for quality assurance, including telephone etiquette, and patient account inquiries and documentation.
• Supports the managers and supervisors in identifying strengths and opportunities for each agent, providing objective feedback in quality assurance documentation.
• Completes weekly Agent Scorecards which include Key Performance Indicator (KPI) metrics and Quality Assurance (QA) monitoring results.
• Assists in training and coaching new agents in requirements and skills specific to their roles.
• Provides operational support handling appointment scheduling and registration calls, on-call paging calls, and patient account customer service calls during peak call traffic periods.
• Adheres to University and unit-level policies and procedures and Safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications

• High School diploma or equivalent
• Minimum 1 year of relevant experience
• Has broad and deep knowledge of all areas as well as related areas.
• Demonstrates sustained high level of proficiency in all aspects of the job.
• Ability to communicate effectively in written and verbal form. Bi-lingual knowledge a plus.
• Ability to communicate effectively with physicians and professional staff.
• Ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.
• Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each patient’s specific needs.
• Maintain a high level of diplomacy when dealing with stressful situations.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

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The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida’s only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We’re the challenge you’ve been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff