Implementation Manager, Data Privacy & AI
Lavendo
Call Center Quality Specialist
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $28 per hour
Job Level
Mid-LevelSenior
About the role
- Reviewing, identifying and reporting trends and outcomes with the quality of agent phone calls to customers
- Using pre-defined criteria to analyze quality assurance metrics
- Partnering with Management teams regarding the outcomes of the reports and recommended staff education
- Identifying training opportunities across individual agents and the entire team related to call quality
- Utilizing AI assisted QA to help increase QA output and review 100% of all interactions
- Analyze data generated by QA solution platforms to provide insights and recommendations for enhancing customer interactions and agent performance
- Ensure compliance with company policies, industry regulations, and best practices by identifying and addressing potential issues in customer interactions
- Generate reports and dashboards to track and communicate QA performance
- Research additional business KPIs and initiatives through reporting and moment building
- Assist with onboarding new agents and retention of newer agents
- Process grievances on QA results submitted through the grievance process
- Perform other responsibilities and duties periodically assigned by supervisor
Requirements
- Associates Degree; Bachelor’s Degree, preferred
- Quality Assurance or Auditing experience required
- 3+ years of proven experience working in a Quality call center/sales environment preferred, or similar role
- Highly attentive, analytical, and detail-oriented
- Critical thinker and problem-solving skills
- Ability to act with autonomy and independence while fulfilling priorities and meeting critical deadlines
- Strong interpersonal and communication skills to interact effectively with diverse groups of internal and external groups in a fast-paced environment
- Experience with Google Suites, Verint, Observe.ai, SalesForce, and Five9 is a plus
- Bilingual preferred
Benefits
- Affordable medical plan options
- a 401(k) plan (including matching company contributions)
- an employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
- Paid time off
- flexible work schedules
- family leave
- dependent care resources
- colleague assistance programs
- tuition assistance
- retiree medical access
- CVS Health bonus, commission or short-term incentive program eligibility
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Quality AssuranceAuditingData analysisReport generationKPI researchTraining identificationCompliance monitoringAI-assisted QAPerformance analysisCall quality assessment
Soft skills
Analytical skillsAttention to detailCritical thinkingProblem-solvingAutonomyIndependenceInterpersonal skillsCommunication skillsTeam collaborationFast-paced adaptability
Certifications
Associates DegreeBachelor’s Degree
