Contact Center QA Specialist

About Us

Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

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  • As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards.

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Job Summary

• The Contact Center Quality Analyst Specialist is responsible for monitoring and auditingContact Center Specialists regarding contact center performance,as well as to review and trackall call center internal processes and procedures. Works with theManager, Contact Center and/or supervisorsto diagnose issues.Responsible for identifying and recommending coaching opportunities for Supervisor, Contact Center and documents and recommends process changes identified. Reports regularly on callperformance of the Contact Center department.

Essential Functions and Tasks

• Monitor and audit at least 8 calls per month (4 on first half, and 4 on second half) per assigned Contact Center Specialists using the Quality Audit Sheet. Monitor and track quality scores.
• Coach specialists on process related issues noticed throughout the QA.
• Identify and document coaching opportunities through call monitoring and scoring.
• Conduct quality meetings twice per month with supervisors to discuss teams' quality results using the Quality Audit Sheet.
• Review calls and prepare synopsis upon requests.
• Document all work performed in an accurate and concise manner.
• Assist in maintaining a positive team environment by providing positive feedback and assisting other specialists where needed.
• Performs special projects and other duties as assigned.

Education and Experience Requirements

• Bachelor's degree in any related field.
• One (1) year of customer service experience in a high volume, fast paced environment (Healthcare call center experience preferred).
• Six (6) months of customer service experience preferred.

Knowledge, Skills, and Abilities

• Adhere to an average QA score of 90% of higher for the past 90 days.
• Excellent time and attendance.
• Strong word processing, spreadsheet, and database software skills.
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals.
• Strong oral, written, and interpersonal communication skills.
• Strong time management skills.
• Strong organizational skills.
• Strong customer service skills.
• Ability to understand, analyze, interpret, and explain complex documents.
• Ability to work in a team environment.
• Ability to adhere to standards and quality guidelines.
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
• Ability to remain flexible and work within a collaborative and fast paced environment.
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner.

Compensation

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
  • This position is also eligible for a discretionary incentive bonus in accordance with company policies.
  Ventra Health

Equal Employment Opportunity (Applicable only in the US)Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.Recruitment AgenciesVentra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.Solicitation of PaymentVentra Health does not solicit payment from our applicants and candidates for consideration or placement.

Attention CandidatesPlease be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services.These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters.To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at Careers@VentraHealth.com to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.

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