Employer Industry: Healthcare Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Competitive benefits and compensation package
- Supportive and collaborative work environment
- Chance to contribute to service excellence in a dynamic call center environment
- Engage in training and development for both new and existing staff

What to Expect (Job Responsibilities):
- Monitor and assess customer interactions of Call Center Associates to ensure service excellence
- Document agent performance strengths and weaknesses using a Quality Management System
- Highlight immediate compliance issues and assist in generating standard process measurement reporting
- Develop quality guidelines and procedural manuals to enhance department efficiency
- Record and trend individual and department audit results and perform root-cause analysis for error issues

What is Required (Qualifications):
- Associate's Degree or equivalent combination of education and experience
- 3-5 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service
- Ability to effectively manage escalations with appropriate accountability and communication
- Experience in training new and existing staff and updating training materials
- Strong analytical skills for identifying trends and errors

How to Stand Out (Preferred Qualifications):
- Bachelor's Degree or equivalent combination of education and experience
- 5-7 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service
- Experience in Managed Care settings

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