Quality Assurance - Contact Center

You will be part of the Contact Center support operations team that will work closely with internal stakeholders to drive quality and execution of targets, including but limited to script adherence and optimization. Through live contact evaluation you will help ensure we are delivering the highest level possible in care and customer experience to our patients. One must be comfortable in providing both real-time and post interaction feedback that will deliver results while using findings to proactivity drive and enact change.

You will be collaborating with Senior Leadership and cross functionally team, hence this position will be onsite.

Responsibilities:

• Responsible for monitoring and evaluating multichannel staff members on the quality and process of work performed as measured against standards.
• Assist with the development, analysis and distribution of recaps, findings and summaries.
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