Quality Assurance Specialist In And Mi Residents Only

Job Summary
The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of inbound and outbound calls in our healthcare-based call center. The Quality Assurance Associate will provide feedback re: Call Center Representatives performance, identify areas of improvement, and ensure compliance with policies and procedures.
Our Company
Our company is dedicated to helping people have a healthier lives. On behalf of our clients, we work with their members in a healthcare-related Call Center. We strive to provide excellent customer service, accurate information, and compassionate support to every member. We are also committed to continuous learning and improvement, as we seek to uphold the highest standards of quality and compliance in our field.
If you’re passionate about helping others and want to be a member of a values-based culture, we want to hear from you. Let’s make a difference together!
Essential Job Functions

• Listen to and review recorded calls for accuracy, professionalism, and adherence to standards.

• Use Quality Assurance tools and metrics to score and rate calls.

• Provide constructive feedback and coaching to call center agents on their performance.

• Identify and report trends, issues, and best practices to management and Quality Assurance team.

• Ensure compliance with federal, state, and company regulations and policies.

• Participate in Quality Assurance training and initiatives.

Job Type: Full-time