Quality Assurance Contact Center Specialist

Mass General Brigham; Somerville (MA); Remote; USD 60,000 - 85,000; Full time

Job summary

A leading healthcare services organization is seeking a Quality Assurance Contact Center Specialist. This role focuses on enhancing customer service quality through evaluations, feedback, and training while promoting a collaborative work environment. Ideal candidates will have a bachelor's degree, several years of contact center experience, and strong organizational skills, with opportunities for career advancement and remote work.

Benefits

Career advancement opportunities

Comprehensive training and coaching

Supportive work environment

Qualifications

• 3+ years in a contact center with a solid understanding of operations.
• General knowledge of clinical operations and workflows.
• Experience in coaching and mentoring staff.

Responsibilities

• Conduct Quality Assurance Evaluations on customer interactions.
• Monitor service levels and report performance trends.
• Provide actionable feedback to improve service quality.

Skills

Bilingual communication

Organizational skills

Coaching

Customer Service

Education

Bachelor’s Degree in healthcare, management, or similar

Tools

Microsoft Office products

EMR systems (e.g., Epic)

Telecommunications software (e.g., Cisco)

Job description

Quality Assurance Contact Center Specialist

Employer Industry: Healthcare Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely with a requirement for a HIPAA-compliant workspace
- Supportive and collaborative work environment focused on improving patient care
- Engage in meaningful work that enhances customer experiences and service quality
- Comprehensive training and coaching provided to ensure continuous improvement

What to Expect (Job Responsibilities):
- Conduct Quality Assurance Evaluations on customer interactions across various contact points
- Monitor service levels and report on performance trends to enhance the customer experience
- Provide actionable feedback to contact center staff and supervisors to improve service quality
- Develop and implement Quality Improvement Plans in collaboration with team leaders
- Conduct coaching and training sessions to address skill gaps and promote best practices

What is Required (Qualifications):
- Bachelor’s Degree preferred, focusing on healthcare, management, or similar
- At least 3 years of experience working in a contact center with a solid understanding of operations
- General knowledge of clinical operations, policies, procedures, and workflows
- Experience with Microsoft Office products and EMR systems (e.g., Epic) required
- Bilingual (written and verbal) communication skills at a business level are a plus

How to Stand Out (Preferred Qualifications):
- Familiarity with contact center and patient scheduling systems
- Experience with telecommunications software (e.g., Cisco)
- Strong organizational skills to manage multiple tasks and prioritize effectively
- Proven ability to adapt quickly to changing priorities in a fast-paced environment
- Experience in coaching and mentoring contact center staff

#HealthcareServices #QualityAssurance #RemoteWork #CareerGrowth #CustomerExperience

"We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."

About the company

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at [e-mail] or 407-000-0000.

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report . NYC applicants may request an alternative process or accommodation at [e-mail] or 407-000-0000.