Quality Assurance Specialist (Call Center)

Description

Join Elica's mission and become a part of a team where every day is an opportunity to

make a positive impact in your community!

At Elica Health Centers, we share a common goal: provide the best possible patient

care to our growing community! Our passion extends throughout Elica, from the

exceptional healthcare services we provide to our underserved patients at our

Community Health Clinics and state-of-the-art mobile medicine program, Health on

Wheels, to our Resource Center where we empower patients and members of the

community to connect with resources to help them build healthy and full lives.

WHAT YOU'LL DO:

As a Quality Assurance Specialist, you will ensure that our agents are providing the best

experience available to our customers and are compliant to the quality standards

through transaction monitoring, calibrations and providing feedback. You are the subject

matter expert in guiding and monitoring agents and their transactions to support our

best in class customer service experience.

BENEFITS:

Elica is proud to offer an exciting benefits package to qualifying full-time employees which can support your health, your family, and help you plan for the future.

• Healthcare: Medical (Kaiser or Western Health Advantage), Dental, Vision
• Company funded Health Reimbursement Arrangement (HRA) to help pay for out-of-pocket costs related to medical coverage
• FSA Plans: 2 options for Flexible Spending Accounts - Health Care FSA and Dependent Care FSA
• 403B retirement savings account with up to 4% employer matching contribution and 100% immediate vesting.
• Company paid basic Life and AD&D Insurance. (supplemental life and AD&D options available)
• Paid time off and paid holidays.
• Employee Assistance Plan with five (5) free counseling visits, financial services, legal services, and a plethora of online resources.
• Tuition Reimbursement program and CME/CEU program.

Learn more about Elica's services and mission at our website or check us out on Facebook.

Compensation - Dependent Upon Experience  

$25.00 - $30.00/hour

Requirements

WHAT ARE WE LOOKING FOR?

The successful candidate will be willing and able to:

• Conduct regular coaching sessions with agents to reinforce compliant behavior and reform opportunities within our customer facing departments.
• Report daily, weekly, monthly, and quarterly monitoring scores or any quality related performance together with root-cause analysis and recommend action items.
• Report critical errors to Operations, Training, HR and monitor the corrective action taken of our agents to rectify performance on procedures.
• Facilitate QA rollouts that will guide orientation for new hires to ensure compliance across new customer facing agents.
• Participate in process improvement designs related to Quality, Technology, and any agent to customer interactions and workflows.
• Review and submit exceptional calls to use for future coaching and new hire training.
• Review calls to identify trends that need additional training or corrective action.
• Apply methods to execute individual tasks that positively impact the team.
• Play an active role in continued learning to advance skill sets necessary for team goals.
• Independently facilitate calibrate sessions with customer servicing agents to gage performance.
• Collaborate with Operations; Workforce; PTX to develop both technical and soft skills for agents as well as Identify areas for process Improvement within departments.

 The successful Candidate has:  

• At least a year experience in Quality Assurance, and customer experience for voice and/or back-office;
• Proficient in EPIC; Microsoft Office applications including Excel, Word, and
• PowerPoint, and other similar;
• Bilingual (English/Russian) for quality control of English and Russian queues with the same understanding level;
• Have effective written and spoken communication skills across various;
• Possess effectual listening, coaching, and motivational;
• Able to positively influence agents and others to drive;
• Willing to work in a collaborative and multidisciplinary;
• Adaptable to changes in the working environment and can complete multiple;
• Schedule: Monday-Friday, 8:00am-4:30pm or 8:30am-5:00pm.

Additional Requirements:

• Must have a current and valid California driver's license and the ability to provide proof of personal auto insurance on the vehicle driven during working hours.
• If selected for an employment opportunity with Elica Health Centers, external hires must provide proof of immunizations (Hepatitis B, MMR, Varicella & Tetanus), tuberculosis clearance, and proof of COVID-19 vaccination status* prior to their scheduled start date. Please be advised that this position is subject to criminal background investigation and drug screen.

Physical Requirements and Work Environment:

The work environment is characteristic of normal office conditions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle or lift. The employee is occasionally required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet. The employee may be required to run agency related errands and attend off-site meetings; the employee must be able to operate, maneuver and/or control a motor vehicle. In performing the driving responsibilities, the driver may sit for long periods. This requires intense concentration, particularly in poor driving conditions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Elica Health Centers is a healthcare facility that adheres to the mandates issued by the California Department of Public Health including the recent orders regarding the COVID-19 vaccine. Medical and religious exemptions will be considered.