Phone Survey Operations Quality Associate, Bilingual – Spanish, English
Press Ganey
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $18 per hour
Job Level
JuniorMid-Level
About the role
- Oversee and foster an environment of 100% quality within the Press Ganey / Forsta enterprise with delivery of survey products
- Conduct quality audits and live silent monitoring in Spanish and English for the Call Centers
- Identify recurring issues, sending communication on issues and resolutions to ensure 100% accuracy of our service delivery
- Meeting audit and monitoring quotas
- Continuous improvement of Survey Operations delivery
- Perform accurate Quality Audits via two different platforms and use departmental standards while communicating their findings back to the Interviewer and Supervisory team at the Call Centers
- Attentively listen to live and recorded phone conversations during Phone survey administration
- Entering all quality data accurately into multiple spreadsheets and software
- Learn all Phone protocols and Best Practice rules and apply them accordingly
- Effectively and professionally communicate quality feedback found to the Phone Interviewer, Supervisor, and Phone Quality Management team
- Assist in creating Standard Work Instructions (SWI’s) of their duties
- Assist in the mentoring and training of new hires
- Sharing ideas at Best Practice meetings for Call Center quality
- Be a resource for the Phone Centers to help with Phone Incident Management cases
- Utilization of Outlook templates and MS Word to communicate quality incidents and opportunities to improve
- Assist in client requested audits and inquiries from the PG CAHPS & Regulated teams
- Work on special projects with leadership
- Other duties as assigned
Requirements
- Bilingual in Spanish and English is required
- Detail-oriented, team player, and ability to learn new skills and systems quickly
- Prior process documentation, quality improvement, or call center experience is a plus
- Knowledge of HIPAA privacy rules is a plus
- Comfortable use of MS Office Suites, which include Excel, Word, Outlook, Teams, and Power Point is required
- Prior experience using Salesforce, BP Express, Voxco, Noble, iCATI, and Harmony is a plus
- Ability to communicate professionally, effectively, factually, and thoroughly to teammates, upper management, and cross functional teams via video calls, emails, or MS Teams chats
- Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency
- Access to stable internet connection and a private, quiet working environment
- Education: High school, or equivalent degree required.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality auditssurvey productsdata entryprocess documentationquality improvementcall center experienceanalytical skillsbilingual in Spanish and English
Soft skills
detail-orientedteam playerability to learn quicklyprofessional communicationeffective communicationmentoringproblem-solvingattention to detail