Qa Specialist

Description:

POSITION SUMMARY

The NCMS Quality Assurance Specialist is responsible for providing ongoing call monitoring evaluations, recommendations, and feedback to support inbound/outbound objectives for all departments. The QA Specialist will work closely with team leaders, supervisors, and management to determine appropriate action plans based on monitoring reports/results to ensure employees are HIPAA compliant and consistently meeting standards that provide a Best in Class experience to our customers. The QA Specialist will work within the scope of responsibilities as dictated below with guidance and support from our Operations leadership team.

ESSENTIAL FUNCTIONS

• Understands goal of call monitoring component of the quality assurance program.
• Based on quality standards, listens to and provides call evaluations for both east and west coast operations.
• Provides immediate and ongoing feedback through call evaluations, conversation, and email communication to department leaders.
• Ensures positive reinforcement to team members for well administered calls, accounting for all elements of providing a Best in Class experience: greeting, compliance, proper communication, proper follow through (process and documentation), proper closing.
• Works closely with the Director of QA to support the establishment of goals, creating training initiatives, and developing programs to continuously motivate & encourage team members to succeed.
• Supports process changes by proposing solutions, communicating updates and/or trends.
• Documents and escalates complaints encountered while call monitoring to supervisors.
• Manages and reviews complaint log to ensure that all complaints are logged, properly documented, and completed within 14 days, not to exceed a 30-day completion period.
• Follows up with patients that have requested an additional follow up from satisfaction surveys for both east and west coast operations.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback as to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Embraces and exemplifies ADS core values:
• We grow together
• We care
• We obsess over the customer experience
• We commit
• We WOW!

OTHER RESPONSIBILITIES

• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.
• May provide cross-functional support as business needs demand.

Requirements:

MINIMUM REQUIREMENTS

• High School diploma or equivalent
• 1-year call center and/or dialer experience in a call center environment
• Solid understanding of customer service practices and philosophies
• Intermediate level of MS Office proficiency
• Proficient with or able to quickly learn systems and software used by the organization.
• Ability to drive performance; demonstrated success in achieving production & quality requirements/goals

EXPECTED COMPETENCIES

• Friendly, professional, and effective communications skills; able to calmly present solutions in challenging situations
• Able to work well in a team environment that promotes inclusiveness & communication among team members
• Must be a problem solver, possessing a high degree of personal self-motivation, confidence, energy, creativity, and drive
• Strong analytical skills: ability to pull, review, analyze, and report on various production, quality, and performance data & statistics
• Ability to address concerns honestly & objectively; ability to motivate & coach team members to succeed, ensuring continuous quality improvement
• Self-directed accountability and reliability
• Cultural competence

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

OTHER REQUIREMENTS

• Candidates must successfully pass a background and credit check.
• Candidates must be able to provide proof of employment eligibility to work in the US