QA Engineer

• Conducts training programs that are aligned with hospital procedures, call handling protocols, and hospitality objectives.
• Completes quality assurance evaluations utilizing the QA scorecard that measures client service and performance consistently and objectively.
• Participates in training NSC new hires and agents.
• Demonstrates excellent agent performance throughout the training process.
• Evaluates call recordings and online client communications.
• Assists the QA Training Manager to ensure the Agent Help Center information is accurate and up to date.
• Assists NSC QA & Training Manager with performance improvement initiatives as requested by the NSC Managers.
• Conducts training that fosters consistent, quality client experiences.
• Communicates needs for new or updated training materials to the NSC QA Training Manager.

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