Quality Improvement Specialist

Mosaic Health; California (MO); Remote; USD 46,160 - 69,240; Full time

Job summary

Mosaic Health is seeking a Quality Improvement Specialist to enhance customer service interactions within their call center. The role involves conducting evaluations, providing feedback, and identifying opportunities for process improvements to ensure a high standard of service. This full-time position is ideal for individuals passionate about quality assurance and customer experience.

Responsibilities

• Conduct regular quality evaluations of customer interactions.
• Provide detailed and constructive feedback to agents.
• Identify opportunities for process improvements.

Job description

Join to apply for the Quality Improvement Specialist role at Mosaic Health.

Job Description Summary

As a Call Center Quality Assurance Analyst, you will play a crucial role in evaluating and enhancing customer service interactions for our Partner team, specifically focusing on Tier 1 agents, which includes Levels 1 and 2.

How Will You Make An Impact & Requirements

This position is designed for individuals passionate about customer experience and committed to improving processes and efficiencies within the call center environment.

Responsibilities

• Conduct regular quality evaluations of customer interactions to ensure they meet company standards and support an elevated customer experience.
• Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive evaluations.
• Identify opportunities for process improvements within the Tier 1 team and communicate these insights to Quality Leadership.
• Provide detailed and constructive feedback to agents to help close performance gaps, identify training needs, and enhance service quality.
• Contribute to the development of knowledge and training resources, collaborate with quality teams to refine QA tools and processes, and generate quality reports with actionable insights.
• Work independently in a remote environment while collaborating effectively with team members.

Compensation: $46,160 - $69,240 and bonus eligible.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Quality Assurance
• Industries: Hospitals and Health Care

This job posting is active. No indication of expiration was found.