Call Center Quality Specialist

Automated Health Systems, a dynamic healthcare company,has a Call Center QA Specialist position available working with the MassHealth Connector program.

Benefits:

• Health/dental/vision/supplemental insurance/401(k)/Paid Time Off
• Comprehensive and ongoing training
• Employee Wellness Program
• Strong company culture with career growth opportunities

Responsibilities:  

• Responsible for monitoring all areas of the Project to ensure quality customer service across all interaction channels.
• Utilizes information from the monitoring assessments to recognize staff with high quality scores, recommends remedial training for staff with low scores.
• Identifies trends within the Project and identifies operational deficiencies.

Requirements:

• Minimum of two years’ experience in Customer Service capacity with previous quality assurance experience. 
• Prior experience as a mentor, coach, or trainer preferred.
• Knowledge of DHS Programs and operations preferred.
• Multi-task oriented individual able to assess situations quickly; problem-solver. 
• Strong ability to be self-directed and to motivate, coordinate, and direct on-going team effort. 
• Must possess effective oral and written communication skills - as well as small/large group presentation, cultural competence, organizational, and time management skills.
• Demonstrated ability to use tact, patience, and courtesy both in group and one-on-one settings.
• Be able to plan, prepare, evaluate, and coordinate new training and in-service programs. Must be able to read, interpret, apply, and explain rules, regulations, policies and procedures.
• Must be able to meet schedules and timelines.
• Strong PC skills required (i.e., Microsoft Office).
• Bilingual language skills are a plus.
• High School Diploma required; Associates or higher degree preferred.

AHS is an Equal Opportunity Employer.

Please visit our website for more information: www.automated-health.com/careers

“The Enlightened Choice in Health Service Management”