What are the responsibilities and job description for the Contact Center Quality Analyst position at Hackensack Meridian Health?
Overview
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Contact Center Quality Assurance Analyst will be responsible for coordinating and monitoring internal and external calls for patient access center agents, to ensure outstanding service is being provided to our patients. The Analyst will be directly responsible for identification of inefficiencies and gaps in processes to enhance the customer experience and increase first call resolution. Identifies areas of opportunity regarding the improvement of Patient Satisfaction. Evaluates the call experience from the customers point of view and provides evaluation and feedback. The QA Analyst will also be required to cross train for training of new hires and ongoing training required for the contact center.
This posiiton will offer a hybrid schedule.
Responsibilities
A day in the life of a Contact Center Quality Assurance Analyst at Hackensack Meridian Health includes :
- Review and monitor incoming and outgoing calls from patients.
- Manage a roster of agents to meet quality monitoring requirements; daily, weekly and / or monthly.
- Identifies and tracks performance trends and provides recommendations for improvement.
- Provide feedback regarding monitoring scores and identify strengths and weaknesses.
- Provide coaching when / if required.
- Review and create reports when needed for the QA department.
- Assist in developing training and competencies based on trends in quality and metrics.
- Conduct / Assist with new hire and refresher training, in office and virtual.
- Other duties and / or projects as assigned.
- Adheres to HMH Organizational competencies and standards of behavior.
Qualifications
Education, Knowledge, Skills and Abilities Required :
Education, Knowledge, Skills and Abilities Preferred :
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER
All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.
Our Network
Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility
As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.
