Customer Service Quality Assurance Coach

driscoll; Corpus Christi (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Driscoll is seeking a Quality Assurance Specialist to monitor inbound and outbound healthcare calls for Members and Providers. You will analyze performance, develop process improvements, and coach CSRs to achieve first call resolution.

You will support the Customer Service Supervisor, conduct calibration sessions, generate reports, and assist with testing for new product releases, while maintaining excellent communication and problem-solving skills.

Qualifications

• Outstanding communication skills and the ability to understand complex situations to effectively handle customer needs.
• Strong knowledge of Microsoft Office, including Word, Excel, PowerPoint and Outlook
• Knowledge of commonly-used concepts, practices, and procedures within the call center.

Responsibilities

• Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.
• Complete designated number of documented monitors of customer contacts.
• Utilize approved monitoring tools and standards to assess the representatives' knowledge of products, business practices and systems.
• Convert monitor findings and scores into coaching recommendations for performance improvement actions to internal/external parties.
• Facilitate scheduled calibration sessions that foster a consistent and reliable assessment of representative's skills and behaviors by internal/external parties.
• Generate calibration recap reports for each scheduled calibration session.
• Participate in user acceptance testing exercises as needed for new product releases.
• Prepare reports as needed for the management team.
• Will be required to complete 4 hours of phone time monthly.

Skills

Communication skills

Microsoft Office

Analytical skills

Education

High School diploma

Two years call center experience

Tools

Microsoft Office

Job description

Driscoll is seeking a Quality Assurance Specialist to monitor inbound and outbound healthcare calls for Members and Providers. You will analyze performance, develop process improvements, and coach CSRs to achieve first call resolution.

You will support the Customer Service Supervisor, conduct calibration sessions, generate reports, and assist with testing for new product releases, while maintaining excellent communication and problem-solving skills.