Customer Care Quality Specialist I

Help us change lives
At Exact Sciences, we're helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.
Position Overview
The Customer Care Quality Specialist I supports client interacting teams by reviewing the interactions for HIPAA compliance, customer experience factors and process adherence. Quality specialist I are responsible for giving balanced feedback to specialists and providing operational leaders with support to coach agents. This position will evaluate and provide feedback and/or coaching to ensure agents or staff understand what technical skills and soft skills they perform well in and what areas they can improve.
Essential Duties
include but are not limited to the following:

• Evaluate communication using a predefined scorecard while meeting monthly metrics as provided by leadership.
• Specialist I will begin with a single skill focus for evaluation. Additional skills will be acquired with meeting performance metrics.
• An estimate of 75% of time will be spent focusing on Quality evaluations.
• Specialist I will participate in team calibration exercises.
• Specialist I will participate in an activity called 'Reverse Shadowing'. This exercise ensures understanding of the roles we evaluate.
• Specialist will use a quality monitoring system in addition to other work force systems.
• Collaborates with operational teams as needed.
• Stay current with policies, process changes and Learning Universe courses as assigned.
• Assist with special projects and other duties as assigned.
• Proficient in PowerPoint and presentation skills.
• Excellent verbal and written English communication skills.
• Excellent quantitative and analytical skills.
• Ability to organize work, set priorities and work effectively in a diverse environment.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization.
• Ability to work in a dynamic team environment and open to change.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to work designated schedule.
• Ability to work overtime as needed.
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available if necessary to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 2+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• 1+ years of experience in call quality.
• Knowledge of contact center technology.
• Previous work in a laboratory environment is preferred.

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Salary Range:
$42,000.00 - $67,000.00
The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.
Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.
Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, email hr@exactsciences.com. We'll work with you to meet your accessibility needs.
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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.
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