Quality Assurance Analyst / Contact Center

Overview

Join our team as a day shift, full-time, Contact Center Quality Assurance Analyst in Tyler, TX. 

Why Join Us? 

Thrive in a People-First Environment and Make Healthcare Better 

• Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being. 
• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. 
• Make Healthcare Better: We use advanced technology to support our team and enhance patient care. 

Get to Know Your Team: 

• UT Health East Texas is comprised of 9 hospitals, more than 90 clinics, nearly 7,000 employees and over 1,000 licensed inpatient beds. We provide healthcare services through our hospitals, clinics, Level 1 trauma facility, air emergency fleet and EMS service.

Responsibilities

• Maintains consistent quota of QA Audits to ensure proper view of agent performance.
• Executes audits with an unbiased scoring approach while adhering to organizational standards and needs of the patient.
• Enters data for assigned projects and ensures accuracy and completed in a timely manner.
• Participates, maintains and implements organizational policies and procedures.
• Attends and participates in departmental and/or professional meetings. Serves as departmental liaison. 
• Takes ownership of assignments; other duties as assigned or requested.
• Communicates and listens effectively with internal and external customers; effectively understands instructions and shares knowledge.
• Cooperates and interacts with supervisors, peers, other departments, and all customer groups demonstrating our commitment to “service.”
• Actively tracks and maintains changes to policy and procedures to drive accurate scoring.

Qualifications

Job Requirements: 

• Associate degree (additional years of experience may substitute for the required education on a year-for-year basis)

Preferred Qualifications:

• Bachelor’s degree
• 2 years of experience in QA Analytics