Call Center Quality Assurance Specialist

The Opportunity:

The MGH/MGPO Ambulatory Contact Center supports the strategic operations of Massachusetts General Hospital and the Massachusetts General Physician Organization to improve service for patients and referring providers seeking care at our organization. The Quality Assurance Specialist, under the guidance of the Quality and Training Supervisor, is responsible for monitoring the quality of all Ambulatory Contact Center scheduling interactions with customers, as well as messaging and related scheduling workflows. QA Specialists focus on detailed analysis and evaluation of customer service interactions, providing specific feedback and working closely with teams to implement improvements and contact center training programs. The primary goal of the Specialist is to improve the quality of customer service and to ensure the delivery of a consistent customer experience from the entire team. This requires tracking agent performance at frequent intervals, providing personalized feedback and coaching, and monitoring progress over time.

• Principle Duties and Responsibilities:

Conduct Quality Assurance Evaluations: Evaluate customer interactions across all contact touchpoints (e.g., calls, in-basket messages, and Teams) based on predetermined quality metrics and guidelines.

Monitor Service Levels: Continuously monitor service levels to identify trends and patterns that affect the overall customer experience. Engage in customer listening to identify pain points and expectations. Report support teams' performance to supervisors and maintain monthly performance logs.

Provide Actionable Feedback: Deliver comprehensive feedback to contact center scheduling staff and their supervisors, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactions. Contribute to call calibration sessions to evaluate scheduler performance. Identify performance lapses and provide constructive feedback for improvement.

Develop Quality Improvement Plans: Collaborate with supervisors, team leaders, and training specialists to develop individual and team-based action plans to improve scheduler performance and customer satisfaction.

Analyze Performance Data: Use performance data and evaluation results to identify recurring issues, training needs, and process gaps. Recommend process enhancements and training initiatives. Identify process improvement opportunities to update standard operating procedures (SOPs).

Conduct Coaching and Training Sessions: Conduct coaching sessions and group training sessions to address skill gaps, reinforce best practices, and promote continuous improvement among contact center agents as required.

Document Quality Findings: Maintain accurate and detailed records of evaluation scores, feedback provided, and action plans implemented, ensuring data integrity and reporting accuracy.

Participate in the design of call monitoring formats and quality standards.

Qualifications

Qualifications:

Bachelor's Degree preferred, focusing on healthcare, management, or similar.

Understanding of contact center operations, roles, equipment, standards, and requirements with at least 3 years of experience working in a contact center.

General knowledge of clinical operations, policies, procedures, and workflows.

Excellent organizational skills to effectively manage day-to-day project and operational tasks, establish priorities, and be flexible to accommodate changes in priorities to reflect the needs of the work environment.

Must have experience with Microsoft Office products (i.e., PowerPoint, Visio, Teams, Outlook) and contact center and/or patient scheduling systems required with EMRs (Epic) and telecommunications (Cisco) software preferred.

Required EMR experience (i.e., Epic, Meditech, Citrix)

• Bilingual (written and verbal) communication skills at a business level are a plus.

Skills, Abilities and Competencies:

• Attention to Detail: Strong attention to detail and the ability to identify nuances, patterns, and areas for improvement within customer interactions.

• Analytical Thinking: Excellent analytical and problem-solving skills to interpret data, identify trends, and provide meaningful insights to drive quality improvements.

• Communication Skills: Exceptional written and verbal communication skills to provide clear, concise, and constructive feedback. Ability to professionally interact with people at all levels inside and outside of the Company.

• Coaching and Mentoring: Ability to provide effective coaching and mentoring to contact center staff, supporting their growth and development.

• Customer Focus: Deep commitment to delivering outstanding customer experiences and an understanding of customer expectations and needs.

• Adaptability: Ability to adapt quickly to changing priorities and environments in a fast-paced contact center setting. Ability to multi-task and successfully operate in a fast-paced team environment.

• Team Collaboration: Strong teamwork and collaboration skills to work effectively with supervisors, team leaders, and other stakeholders in implementing quality initiatives.

• Time Management: Excellent time management skills to prioritize tasks, meet deadlines, and handle multiple projects simultaneously.

• Technology: Be comfortable engaging with a wide range of technology, including Microsoft Office 365, Quality Assurance Tools, Call Recording Tools, Speech Analytics, and others.

Working Model:

Remote Eastern Business Hours required; requires a Stable, Secure, Quiet, HIPPA-compliant workstation with an ethernet connection on a private network.

Monday - Friday, 8 am - 430 pm; 40 hours per week.

Remote Policy:

All employees must be able to connect via ethernet cable to their home router/modem to access web-based secure programs to complete duties compliantly.

Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure).

EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.