Specialist - Quality Assurance - Healthcare/Collections

Everise; Phoenix (AZ); On-site; USD 48,000 - 64,000; Full time

Job summary

Everise is seeking a Specialist - Quality Assurance in Phoenix, AZ to ensure calls meet client and company quality standards. You will monitor, coach, train new hires, and participate in calibration sessions to drive excellence across engagements.

Responsibilities include keeping manuals updated, staying informed on project details, and performing duties as assigned by management. Strong communication and organizational skills are essential.

Qualifications

• Monitor/audit associates according to Everise and client requirements.
• Provide coaching and feedback to agents to improve quality.
• Deliver training to new hires and experienced staff as needed.
• Participate in internal and client calibration sessions.
• Keep training manuals and memos up to date and stay informed on project info.
• Perform other duties as assigned by management.

Responsibilities

• Monitor/audit each assigned associate to ensure client and Everise standards.
• Provide coaching and feedback to associates on performance.
• Deliver training to new hires and experienced staff as needed.
• Attend internal and client calibration sessions to align quality metrics.
• Keep training materials up to date and stay informed on project information.
• Perform any other duties assigned by management.

Skills

Customer service

Sales experience

Analytical skills

Excellent communication

Detail-oriented

Interpersonal skills

Independent work

Flexible schedule

Dependability

Education

High school diploma or equivalent

Some college preferred

Tools

MS Office (Word, 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.