What are the responsibilities and job description for the Call Center QA Specialist position at Avenues Recovery?
Who We Are
Avenues Recovery Center is a nationwide network of drug and alcohol treatment centers with seventeen locations across six states. We offer highly individualized treatment in a clean, modern, comfortable setting, spanning every level of care, including detox, residential, PHP, IOP, and outpatient services. The secret to our success is our people - merged with a premier clinical program, it's allowed us to transform the lives of thousands of people to date. If you're passionate about recovery and want to impact others in a meaningful way - we warmly invite you to join our growing family!
What You'll Do
- Call Monitoring - Listen to recorded or live calls between admissions reps and potential clients to assess the quality of interactions, including adherence to protocol, accuracy of information, and resolution of client needs.
- Performance Evaluation - Analyze rep. performance based on defined metrics, and provide feedback and coaching.
- Compliance Monitoring - Ensure reps comply with company policies, procedures, and regulatory requirements, as well as legal guidelines and industry standards.
- Documentation and Reporting - Document all evaluations and observations in detailed reports and secure databases, in order to track, identify patterns, and provide insight.
- Training and Development - Develop training materials and programs for reps, and work with reps to enhance their knowledge, skills, and performance.
Where You'll Work
The Avenues Recovery Center Admissions Office is the spacious and bustling headquarters of our admissions department, located in Bucks County, Philadelphia. With 25-30 admissions specialists working onsite full-time, the Avenues Admissions Office is a welcoming and dynamic environment featuring a warm, enjoyable workplace culture. Located just down the block from one of our partial hospitalization/ intensive outpatient facilities, Avenues Recovery Center at Bucks, you'll get a firsthand glimpse of the lifesaving work we do!
What We're Looking For
- High school diploma or GED
- If in recovery, a minimum one-year period of sustained sobriety is required
- Previous experience in treatment industry preferred
- Excellent oral and written communication skills
- Strong observational and interpersonal skills
- Collaborative ability
Why Join Us?
Avenues features a rich, fulfilling workplace culture where each person is valued and greatness is pursued. We support our employees unconditionally, and work to provide them with every resource they need to excel! Aside from generous PTO and compensation, when you join the Avenues family, you'll be eligible for the following benefits package:
- 401K with 100% employer match
- Medical Insurance
- Dental
- Vision
- Accident
- Critical Illness
- Hospital Indemnity
- Voluntary Short-Term Disability
- Voluntary Long -Term Disability
- Employer-Paid Life and AD&D
- LifeTime Benefit Term Insurance with Long Term Care
- Legal Coverage
- Pet Insurance
- Identity Theft Protection
- Employer-Paid Employee Assistance Program
- Flexible Spending Account (FSA) - Medical
- Dependent Care FSA (DCF)
Join our growing team and discover the magic here at Avenues!
Apply today!
