Quality Assurance Supervisor, Ambulatory Contact Center

Mass General Brigham; Somerville (MA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in healthcare services is seeking a Contact Center Supervisor. The role involves developing coaching plans, monitoring performance metrics, and ensuring high-quality patient care through effective leadership and collaboration. Remote work is an option, providing a flexible schedule and opportunities for career advancement.

Benefits

Flexible schedule

Comprehensive training and development programs

Qualifications

• 2-3 years of Contact Center experience in a supervisory role required.
• 1-2 years of Healthcare experience strongly preferred.
• Exceptional communication skills and ability to work cross-functionally.

Responsibilities

• Develop and implement coaching plans to address performance gaps.
• Monitor and assess key performance indicators (KPIs) related to customer satisfaction.
• Collaborate with departments to identify and implement process improvements.

Skills

Communication

Leadership

Analytical Skills

Education

Bachelor's Degree in Business Administration and Management

Tools

Microsoft Office Suite

Job description

Employer Industry: Healthcare Services

Why consider this job opportunity:
- Salary up to $(amount)
- Opportunity for career advancement and growth within the organization
- Work remotely with a flexible schedule
- Supportive and collaborative work environment
- Chance to make a positive impact on patient care and satisfaction
- Comprehensive training and development programs available

What to Expect (Job Responsibilities):
- Develop and implement coaching plans to address performance gaps and establish quality standards
- Monitor and assess key performance indicators (KPIs) related to customer satisfaction and call quality
- Collaborate with other departments to identify and implement process improvements
- Present data and performance metrics to stakeholders and provide feedback on team performance
- Ensure efficient daily functioning of frontline staff through ongoing training and coaching

What is Required (Qualifications):
- 2-3 years of Contact Center experience in a supervisory role required
- 1-2 years of Healthcare experience strongly preferred
- Bachelor's Degree in Business Administration and Management preferred
- Exceptional communication skills and ability to work cross-functionally
- Strong leadership skills and ability to maintain confidentiality of patient information in accordance with HIPAA guidelines

How to Stand Out (Preferred Qualifications):
- QA supervisor experience strongly preferred
- Proficiency in Microsoft Office Suite and Contact Center Software
- Understanding of call center operations, staffing, metrics, and best practices
- Exceptional ability to prioritize and meet deadlines in a fast-paced environment

#HealthcareServices #QualityAssurance #RemoteWork #CareerOpportunity #Leadership

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