Customer Experience Improvement Specialist
2 days ago
Job Summary:
- We are seeking a highly analytical and communicative professional to join our team as a Quality Assurance Specialist in a contact center environment.
This role involves monitoring and auditing call performance, reviewing internal processes and procedures, and identifying coaching opportunities for supervisors. The ideal candidate will possess strong analytical skills, excellent communication abilities, and effective time management skills.
About the JobThe Quality Assurance Specialist plays a critical role in ensuring that our contact center delivers high-quality service to our customers. This is an exciting opportunity for someone who is passionate about quality improvement, customer satisfaction, and team success.
In this role, you will be responsible for:
- Monitoring and auditing calls per month to ensure quality scores meet the required standard of 90% or higher.
- Celebrating successes and addressing areas for improvement with specialists on process-related issues noticed during quality assurance checks.
- Documenting coaching opportunities and preparing synopsis upon request.
- Conducting quality meetings with supervisors to discuss team results.
- Bachelor's degree in any related field.
- One year of customer service experience in a high-volume environment (Healthcare call center experience preferred).
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