Specialist - Quality Assurance - Healthcare/Collections

Everise; Springfield (IL); On-site; USD 52,000 - 68,000; Full time

Job summary

Everise in Springfield, IL is seeking a Specialist - Quality Assurance to monitor calls, score transactions, and coach agents to meet client and Everise quality guidelines. You will partner with supervisors to ensure all associates meet quality standards, provide training to new hires and experienced staff, and participate in internal and client calibration sessions.

The role requires at least 1 year of customer service or sales, strong written and verbal communication, attention to detail,

Qualifications

• High school diploma or equivalent required.
• Some college preferred.
• 1 year customer service and/or sales experience in a call center environment is preferred.
• Proficiency with MS Word and Excel; strong written and verbal communication.

Responsibilities

• 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 internal and client calibration sessions.
• Update training manuals and memos; stay knowledgeable on project information by taking calls on assigned engagement(s).
• Perform other duties as assigned by management.

Skills

Customer service

Sales experience

Communication skills

Detail-oriented

Analytical skills

Independent worker

Flexible schedule

Attendance 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.