Join to apply for the Quality Improvement Specialist role at Mosaic Health .
Job Description Summary
As a Call Center Quality Assurance Analyst, you will play a crucial role in evaluating and enhancing customer service interactions for our Partner team, specifically focusing on Tier 1 agents, which includes Levels 1 and 2.
How Will You Make An Impact & Requirements
This position is designed for individuals passionate about customer experience and committed to improving processes and efficiencies within the call center environment.
Responsibilities
- Conduct regular quality evaluations of customer interactions to ensure they meet company standards and support an elevated customer experience.
- Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive evaluations.
- Identify opportunities for process improvements within the Tier 1 team and communicate these insights to Quality Leadership.
- Provide detailed and constructive feedback to agents to help close performance gaps, identify training needs, and enhance service quality.
- Contribute to the development of knowledge and training resources, collaborate with quality teams to refine QA tools and processes, and generate quality reports with actionable insights.
- Work independently in a remote environment while collaborating effectively with team members.
Compensation : $46,160 - $69,240 and bonus eligible.
Additional Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Quality Assurance
- Industries: Hospitals and Health Care
This job posting is active. No indication of expiration was found.
#J-18808-Ljbffr