Field Tech/Call Center Agent
Virtix Health
Lead Quality Assurance Specialist
CCS
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $24 - $25 per hour
Job Level
Senior
About the role
- Assist Quality Manager in meeting and attempting to exceed daily, weekly, and monthly quality goals
- Motivate and inspire the team to exceed goals
- Support new hire staff during their “nesting” period to assist with quality audits, answer questions, mentor, and provide performance feedback
- Identify opportunities for development and continuous improvement
- Provide assistance with call scripter tool
- Provide feedback to the training team regarding any trends noted that would warrant further trainings
- Assist with client calibration call retrieval, review and analysis
- Assist with complaint call retrieval and review
- Remain calibrated with Quality Manager when conducting quality audits
- Actively participate in team meetings and call calibrations as well as provide quality coaching as needed
- Produce reports reflecting individual and overall results during nesting and coaching sessions
- Analyze trends from reports to assist quality manager and training team
- Support quality remediation activity
- Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement
- Adhere to all confidentiality and HIPAA requirements
- Fulfill responsibilities and/or duties reasonably provided by ComplexCare Solutions for operational and financial success of the Employer.
Requirements
- Minimum of 5 years customer service experience preferred
- Previous experience in call quality auditing and coaching strongly preferred
- Advanced knowledge of Microsoft Office applications including Excel and Outlook
- Exceptional problem solving, analytical, interpersonal and communication skills to resolve issues within Operations
- Professionally skilled in verbal and written communication
- Meticulous organization skills, with the ability to multi-task
- Ability to make sound decisions in a timely and independent manner
- High School diploma or equivalent.
