Quality Assurance Special

Ark Behavioral Health is a network of Substance Use Disorder and mental health facilities offering a full range of services to patients on their journey of recovery. The Brentwood TN Call center is staffed by dedicated team members and is an integral part of Ark's success. We strive to ensure the highest quality interaction with potential patients and family members seeking help. Accurate monitoring and assessment of call center operations is crucial to ensure compliance with all applicable standards and professional representation of the company to the community.

We are hiring a Quality Assurance Coordinator for its Brentwood TN call center!

The QA Coordinator will monitor and analyze inbound and outbound calls and chat responses to assess the call center representative's demeanor, customer service, performance, and conformity to the call center guidelines, policies, and procedures. The Quality Assistance Coordination will report directly to the Vice President of Call Center Operations and will be an important part of the team. The position is mainly an on-site role.

Qualifications:

• 1-2 years of previous experience in the Substance Use Disorder/Mental Health treatment field preferred.
• Proficiency in written and oral communication in English.
• Highly organized and proactive, good at keeping on top of daily objectives by tracking and progressing many different tasks simultaneously in a fast-paced, busy environment.
• Experience scheduling and facilitating group and individual training.
• Thorough and detail-oriented in both communication and analysis.
• Proficient in Google products, and MS Office Suite including Excel and Outlook.
• Minimum of a High School Diploma and able to pass a background check.