CUSTOMER CARE QUALITY ASSURANCE SPECIALIST
- Competitive Pay
- Comprehensive benefits package (health, dental, vision, PTO, sick time, 401k w/match, etc.)
- Growth opportunity and career advancement
- Agile and adaptable team culture
- Innovative and revolutionary technology solutions
- A higher calling to provide quality patient care
- Conduct daily quality assessments by reviewing inbound and outbound calls through the enterprise phone system.
- Audit documentation in DMETrack for accuracy and compliance with established standards.
- Evaluate and report on team performance, accuracy, and adherence to quality metrics.
- Identify trends, training needs, and process improvement opportunities.
- Communicate findings and partner with leadership to support coaching and performance development.
- Participate in business immersion activities to stay aligned with daily Contact Center operations.
- Assist with escalations, root cause analysis, and process resolution.
- Prepare and present QA reports summarizing metrics, findings, and recommendations.
- Participate in QA meetings to share updates, trends, and key insights.
- Perform other related duties as assigned.
- Education & Experience: High school diploma or equivalent required; associate or bachelor’s degree preferred, with at least two years of call or contact center experience focused on quality review or customer engagement.
- Industry Knowledge: Background in hospice, DME, pharmacy, managed care, or related healthcare fields preferred; bilingual skills a plus.
- Technical Skills: Proficiency in Microsoft Outlook, Excel, PowerPoint, and Word, with the ability to analyze data, identify trends, and recommend actionable improvements.
- Communication & Leadership: Strong communication, interpersonal, and presentation skills with experience providing coaching and constructive feedback.
- Professional Traits: Organized, proactive, and adaptable with the ability to manage multiple priorities and thrive in a fast-paced, evolving environment.
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