Contact Center Quality Specialist (REMOTE)

Description

Vitalant is seeking a Donor Engagement Specialist dedicated to making a positive difference. If you are customer-focused and impact-inspired to help others, and making a difference is vital for you, you’ll experience a career built on purpose, a company created to care, and a team committed to lead - together.

Your impact as a Donor Engagement Specialist is vital. You will actively contribute to supporting Vitalant’s life-saving mission assessing the quality of the performance of contact center associates who deal with existing and potential customers. You assist in creating and implementing call center quality processes and procedures.

What to Expect?

Schedule: Monday-Friday, 8:30 am - 5:00 pm (Arizona time)

Our comprehensive total rewards support you, your family, and your future with:

• Medical, dental, and vision insurance
• 401K + 5% company match
• Tuition assistance up to $5k per year
• Free basic life and AD&D insurance
• Free short-and-long-term disability insurance
• Paid time off
• Employee Resource Groups
• Recognition and perks

As a Donor Engagement Specialist, you’ll get to:

• Participate in the design of call monitoring formats and quality standards.
• Perform call monitoring and provides trend data to management team.
• Track performance, team and individuals by using quality monitoring data management.
• Coordinate contact center calibration sessions.
• Prepare and analyze internal and external quality reports for management staff review.
• Provide actionable data to various internal support groups as needed.

Requirements

• High school diploma or GED required
• Knowledge of automated application systems preferred
• Bi-lingual preferred
  • Two years of Customer Contact Center experience with a minimum of one year Dialer experience required.

About Us

Vitalant is one of the nation’s largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. a safe blood supply, specialized laboratory services, transfusion medicine expertise and world-renowned research. We have a network of 115 donation centers across the U.S. and host approximately 60,000 blood drives annually. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. where millions of people depend on blood donations from our generous donors.

Vitalant is committed to fostering a diverse and inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. Through our DEI strategic plan, we create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.

EEO/Minorities/Females/Disabled/Veterans

Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Careers@vitalant.org to let us know the nature of your request.

For more EEO information about applicant rights click here