Minimum RequirementsMinimum of 3 years of call center experienceMinimum of 2 years of experience working in a Quality Assurance departmentExperience coaching and training of others; one on one or classroom environmentExcellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customersMust be self-motivated, innovative, and flexibleAnalytical and troubleshooting skills; with the ability to formulate recommendations to improve qualityFlexible work style, and ability to work within a diverse teamStrong relationship and rapport buildingExcellent technical skills and attention to detailAbility to adapt to a fast-paced environment and constant demandsCreative ('outside the box') thinkerUnderstands and adheres to confidentiality requirements in relation to team member informationMust have good problem solving skills and the ability to approach problems logically and troubleshootMust have good time management skillsMust have the ability to multitask and prioritize to accomplish multiple tasks with multiple deadlinesSupports and participates in a collaborative team-oriented environmentReview and monitor incoming and outgoing calls from patients/HCPsManage a roster of agents to meet quality monitoring requirements; daily, weekly and/or monthlyIdentifies and tracks performance trends and provides recommendations for improvementProvide feedback regarding monitoring scores and identify strengths and weaknessesProvide coaching, feedback to supervisor/Team Lead/Agent when/if requiredReview and create reports when needed for the QA departmentAssist in developing training and competencies based on trends in quality and metricsConduct/Assist with new hire and refresher training, in office and virtualOther duties and/or projects as assigned
#J-18808-Ljbffr