Quality Specialist I (Call Center)

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Position Purpose: Perform quality review to ensure a high level of customer service

Perform quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service

Provide feedback on quality review to call center employees and management

Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues

Collaborate with Trainer to identify training needs and assist with the training

Participate in continuous quality improvement initiatives

Serve as a resource to staff regarding quality concerns

Perform quality check on all contact service forms returned ensuring appropriate pricing based on schedules, contracts and member data

Review various reports to ensure that contact service forms have been resolved timely and accurately
  • 1
  • Negotiable
  • None
  • None
  • Re-115893
  • Permanent
  • 8

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