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Quality Assurance Lead - HealthCare Industry Experience required - Hybrid

Company: Teleperformance
Location: Providence
Posted on: September 22, 2022

Job Description:

Quality Assurance Lead - HealthCare Industry Experience required - Hybrid Job Locations US-Remote (Cloud Campus) Requisition ID 2022-26718 Category (Portal Searching) Human Resources OverviewSupport of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly.Responsibilities

  • Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard
  • Perform random checks on previously scored calls and review against client provided standard for analyst coaching and development
  • Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
  • Provide coaching feedback in coordination with QA Manager to site management on call monitoring analyses of agent call data
  • Meet individual daily and weekly call monitoring quotas
  • Complete phone time based on schedule as defined by QA management
  • Accurately compile, distribute and analyze daily, weekly and monthly QA reports by set deadlines as defined by QA manager
  • Complete all work assignments within deadlines given
  • Attend TP and client meetings and functions as assigned
  • Maintain a set work schedule allowing for flexibility based on business needs
  • Thrive as a team player in a fast paced, high energy, change oriented environment
  • Host and facilitate internal, external or QA team calibrations to track results and attendance
  • Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
  • Participate in any new policy training to ensure all policies are understood
  • Support management teams with representative quality execution
  • Support management teams in calibration session
  • Supportnew hire quality training and transition
  • Ensure all QA Analyst reporting and communication requirements are met
  • Perform other duties as assigned by supervisor or other members of managementQualifications
    • Must be at least 18 years old
    • Previous call center experience with four (4) or more of the following:
    • Bachelor's degree or equivalent experience
    • 6 plus months experience as an inbound call center customer service representative
    • 6 plus months experience as a mentor, trainer or acting supervisor
    • 6 plus months of previous quality assurance experience
    • Analytical and problem solving skills
    • Ability to analyze and identify agent trending
    • Ability to assess individual and team performance
    • Advanced troubleshooting skills
    • Strong written and verbal communications skills
    • Strong leadership skills
    • Highly productive
    • Excellent organizational and time management skills
    • Excellent verbal and written communications skills
    • High level of expertise in company and client policies, tools, applications and practices
    • Experience with creating or compiling reports using various sources of data
    • Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans
    • Must be extremely articulate and present a professional image as this position will have contact with clients and other departments
    • Experience with standard business applications including MSOffice (Excel experience a must)
    • Strong team building and leadership skills focused on production oriented goals
    • Able to work independently and manage multiple priorities in an ever changing environment
    • Internal knowledge of TPUSA CSAT analytics processes
    • Excellent attendance history
    • Pass mandatory background checks which may include pre-screenings, drug tests and credit checks Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Keywords: Teleperformance, Providence , Quality Assurance Lead - HealthCare Industry Experience required - Hybrid, Healthcare , Providence, Rhode Island

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