Quality Assurance Lead - HealthCare Industry Experience required - Hybrid

Overview:Support 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

Support new 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 management

Qualifications: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