Customer Service Quality Assurance Specialist

Driscoll Children's Hospital; Corpus Christi (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Driscoll Children’s Hospital seeks a dedicated Quality Assurance Specialist to monitor inbound and outbound healthcare calls, ensuring quality and policy adherence. You will analyze performance data, propose process improvements, and coach CSRs to improve first-call resolution.

Responsibilities include calibration sessions, reporting, and supporting training content. A High School diploma with at least two years in a call center is required, along with strong communication and MS Office skills.

Qualifications

• High School diploma or equivalent required.
• Two years progressive experience in a call center.
• Strong communication and analytical skills.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with QA concepts and call monitoring.

Responsibilities

• Monitor inbound/outbound healthcare calls for quality and adherence to policies.
• Develop process improvements based on performance analysis.
• Provide coaching and feedback to Customer Service Representatives.
• Generate calibration reports and participate in calibration sessions.
• Assist in user acceptance testing and management reports.
• Support training content from monitoring data; participate in meetings.

Skills

Outstanding communication

MS Office proficiency

Analytical thinking

Call center experience

Education

High School diploma

Two years progressive call center experience

Tools

Microsoft Office

Job description

Customer Service Quality Assurance Specialist page is loaded## Customer Service Quality Assurance Specialistlocations: Corpus Christi, TX: McAllen, TXtime type: Full timeposted on: Posted Todayjob requisition id: JR112474# ****Where compassion meets innovation and technology and our employees are family.*****Thank you for your interest in joining our team! Please review the job information below.*GENERAL PURPOSE OF JOB:The Quality Assurance Specialist is responsible for monitoring inbound/outbound healthcare calls for Member/Provider. Develop process improvements; analyze performance with the use of resources, and to identifyconcerns for/by Member/Provider to ensure a first call resolution. The Quality Assurance Specialist will also assist the Customer Service Supervisor by providing direct coaching and feedback to the Customer ServiceRepresentatives (CSRs).ESSENTIAL DUTIES AND RESPONSIBILITIES:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or health plan administration, as required.General Duties: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.Participate as needed in conference calls and meetings.Will be required to complete 4 hours of phone time monthly.Exceptional listening, analytical, and communication skills (written and oral).Researches and formulates solutions in conjunction with leadership related to call center representative performance.Ability to identify issues, to obtain relevant information, relate and compare data from different sources, and identify alternative solutions.Ability to accomplish tasks accurately and completely.Ability to take action to achieve goals beyond what is required; ability to be proactive.Ability to develop plans to accomplish tasks and objectives, work using resources efficiently, to follow instructions through a standard work process, and to monitor or regulate those procedures, tasks, or activities.Perform other assigned duties as needed.Training ResponsibilitiesParticipate and support refresher training as needed on quality monitoring methods, tools, facilitation skills, and product features.From call monitor data, identify opportunities to improve training content.EDUCATION AND/OR EXPERIENCE:- Minimum of a High School diploma; or a minimum of two year's progressive experience in a call center or equivalent combination of education and experience.- 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.