What are the responsibilities and job description for the Call Center QA Specialist position at Abacus?
Job Title Call Center QA Specialist Client Company / Dept. Name Memorial Healthcare System ddress 3501 Johnson St, City Name Hollywood State Name FL-Florid Zip Code 33021 If others (Address) Bill Rate Min : $ Max : $ Pay Rate Min : $ Max : $ Mark up % (if any) Duration of the project Project Start Date Project End Date 3 years Due date for Resume submission No. of Openings 1 No. of Maximum Submissions 1 Job Description Provide Quality Assurance support for a Healthcare client through random call audits using recordings, live calls, chat, Compile trends and behavioral data on strengths and deficiencies, continuously communicating results and details to the organization, often real-time. May provide feedback and coaching.
Monitor customer interactions using structured processes and provide coaching and feedback to representatives.
Ensure quality processes and standards are documented and followed, keeping accurate and organized records.
Contribute to and support improvement initiatives.
Providing daily / weekly / monthly reports around quality, trending and improvement suggestions.
Lead or participate in weekly calibration meetings and other related meetings to discuss the quality program.
Lead and participate in other projects and duties as assigned.
Hands-on experience with phone systems, functions and reporting.
Demonstrated effectiveness in communication.
Technical ability to create reports and use data to make effective decisions.
Positive outlook, customer centric, high energy, level headed, flexible, problem solver required. Skill set info Experience with EPIC and ServieNow. Minimum 5 years call center experience Education Certifications (if required) Documentation Required for submission Work Hours ccount Manager Name (Proposal Team) Work authorization required US Citizen Only Relocation is accepted No Remote work No dditional Notes if any
