Quality Assurance Specialist I
Overview: The Quality Assurance Specialist I is responsible for monitoring and evaluating recorded calls. Some responsibilities are but are not limited to: providing written and verbal constructive feedback to both contact center representatives and supervisors, producing reports, maintaining audit protocols and identifying trends. Individual will also participate in interrater reliability sessions, influencing remediation and addressing opportunities for improvement while supporting the development of training.
Duties and Responsibilities:
- Quality review of recorded calls based on assignments;
- Participate in interrater reliability sessions;
- Maintain audit protocols (internal policies; audit tools, scorecards, dashboards, etc.);
- Produce reports reflecting individual and overall results;
- Analyze trend data from reports;
- Influence and support identified training needs;
- Support remediation activity;
- Side-by-side monitoring when appropriate (such as new hire training);
- Schedule and conduct individual coaching sessions
- Maintain compliance with client expectations and support client requests (calibrations, call review, etc.)
- Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
- Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.
Job Requirements:
- Minimum 1 year of customer service experience;
- Excellent customer service skills;
- Strong written and verbal communication;
- Experience in a Quality Assurance environment in a call center or the service industry preferred;
- Self-motivation and independence;
- Ability to read and write clear and understandable instructions;
- Good problem solving & decision-making skills;
- Ability to handle multiple tasks at a time;
- Ability to use PC and have knowledge of Word, Excel and Outlook; and
- Effective and efficient working in a team environment.
Education:
- High School diploma or equivalent.
Physical Demands and Work Environment:
- Sedentary work (i.e. sitting for long periods of time);
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
- Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
- Subject to inside environmental conditions; and
- Travel for this position will include less than 5% locally usually for training purposes.
ComplexCare Solutions Offers a Competitive Salary and Benefits Package
In addition to the base compensation, this position may be eligible for performance-based incentives.
The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At ComplexCare Solutions, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Base Compensation Range
$18.80 - $24 USD
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.
By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.
ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.
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