Specialist - Quality Assurance - Healthcare/Collections

Everise, Inc.; Alabama; Hybrid; USD 40,000 - 62,000; Full time

Job summary

Everise, Inc. is seeking a Specialist - Quality Assurance to ensure all calls meet client and company quality guidelines. You will monitor and score transactions, coach associates, and partner with supervisors to uphold service standards across engagement teams.

The role emphasizes training new hires and ongoing calibration sessions, with updated manuals and memos. A customer-service or call-center background and strong MS Office skills are preferred, along with the ability to work independently

Qualifications

• 1+ year of customer service and/or call center experience.
• High school diploma or equivalent; some college preferred.
• Proficiency with MS Word and Excel.
• Excellent oral and written communication and attention to detail.
• Able to work independently and meet deadlines.
• Flexible schedule and dependable.

Responsibilities

• Monitor and audit assigned associates according to client and Everise requirements.
• Collaborate with supervisors to ensure quality standards are met.
• Provide training to new hires and experienced associates as needed.
• Attend internal and client calibration sessions.
• Keep training materials updated and participate in calls on engagement.
• Perform other duties as assigned by management.

Skills

Customer service

Sales experience

Analytical skills

Communication skills

Detail-oriented

Ability to work independently

Flexible schedule

Dependability

Education

High school diploma or equivalent

Some college preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.

Job Requirements:

• Monitor/audit each assigned associate in accordance with Everise and client requirements
• Work with supervisors and management to ensure that all associates are meeting quality standards
• Provide training as needed to both new hires and experienced associates
• Attend and contribute to both internal and client calibration sessions
• Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s)
• Any other duties and responsibilities assigned by management of the company

Qualifications:

• At least 1 year customer service and/or sales experience, preferably in a call center environment
• High school diploma or equivalent required. Some college preferred
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• Excellent oral and written communication skills
• Detailed-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other.

We welcome people of different backgrounds, experiences, abilities and perspectives.

We are an equal-opportunity employer and a pleasant and supportive place to work.

Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.