Matrix Medical Network is hiring!

QA (Quality Assurance) Rep

Job Description

POSITION SUMMARY:
The primary responsibility of this position is to monitor and audit both incoming and outgoing calls for Contact Center associates for quality, courtesy and professionalism. The Quality Associate is responsible for insuring compliance of department policies and procedures for the Contact Center within their scope of responsibilities.

POSITION RESPONSIBILITIES:

Ensures Contact Center guidelines are adhered to by monitoring and providing consistent feedback for continuous improvement for all associates
Participates in assessment of training needs and activities to improve the quality of associate performance
Delivers quality trainings as needed on related topics
Participants in quality assurance meetings and call calibration sessions
Remains current on departmental updates by reading and understanding documentation provided through e-mail, team meetings, center handouts and training
Participates in design of call monitoring formats and quality standards by providing insights to current performance and outcomes
Use quality monitoring data to compile, track and report performance at the team and individual level
Provides quality coaching to associates in collaboration with supervisor inputs
Performs other duties as assigned

Supervisory Responsibility: None

TRAVEL REQUIREMENTS: This position may require occasional travel.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

Skills & Responsibilities

POSITION REQUIREMENTS:

Educational Requirements: High School Diploma or Equivalent Required; Some College Preferred

Required Skills and Abilities:

Minimum six months of call center experience required; recent healthcare background or experience in a medical call center is a definite plus.
Minimum six months of previous quality assurance (QA) experience required; recent healthcare background or QA experience in a medical call center is a definite plus.
Strong coaching and development skills
Strong customer focus
Ability to perform multi-tasks
Ability to exercise sound, independent judgment
Must be innovative and flexible
Excellent organizational and analytical skills
Provide results in a fast paced, team-oriented environment
Must have excellent verbal and written communication, with strong interpersonal skills.
Excellent typing skills and computer literacy, including customer service representative applications, Microsoft Word, and Excel.

Typical Physical and Psychological Demands:

Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions
Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator and other office equipment
Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer
Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment
Must be able to lift 10 lbs. or more
Work Conditions: General office environment