QA Speciaist II

Ivyhill has an immediate need for Quality Assurance (QA) Specialist II for its Call Center located in Bethesda, MD. The qualified candidate will perform QA tasks in call center environment to ensure our customer meets specific thresholds for acceptability for both external and internal data quality for the National Capital Region (NCR).

Duties and Responsibilities

1. Will listen to call center agents' phone calls to determine patient experience. A total of thirty (30) inbound calls, from a minimum of 10 different agents, selected at random, will be surveilled monthly.
2. Review, revise and standardize SOP format for all protocols to ensure that they remain current and applicable. Dissemination of revisions to the NCR Clinics.
3. Redesign and/or implement enhanced reporting standards and processes as appropriate to ensure they are effective and continue to improve and adapt to the operation’s changing needs.
4. Integrate clinic protocol documents...