Quality Assurance Analyst
Albuquerque, New Mexico
Employer: Ardent Health Services
Industry: Administrative Support
Salary: Competitive
Job type: Full-Time
Overview
Join our team as a day shift, full-time, Contact Center Analyst in Albuquerque, NM.
Fulfilling your purpose begins here:
People First, Always. Here's how we take care of our people:
Your team is bigger than your department:
Responsibilities
Qualifications
Job Requirements:
Preferred Experience:
Join our team as a day shift, full-time, Contact Center Analyst in Albuquerque, NM.
Fulfilling your purpose begins here:
People First, Always. Here's how we take care of our people:
- Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more.
Your team is bigger than your department:
- Lovelace Health System includes six hospitals, 51 health care clinics and seven outpatient therapy clinics, with 619 inpatient beds and employs a team of more than 3,400, including more than 263 health care providers.
- We believe healthcare is a team sport and every player has something to contribute. We show compassion, celebrate differences and treat one another with respect.
Responsibilities
- Perform as the voice of the patient by auditing historical and real-time contact center interactions using defined scorecards and customer-centric approaches as defined by the Quality Assurance metric.
- Aids in skill set development of Schedulers by analyzing individual performance results and trends, as well as provides direct coaching when necessary.
- Provides positive and constructive feedback on audits to enhance agent coaching and development.
- Maintain positive working relationships with Schedulers, Supervisors, and other contact center stakeholders.
- Keeps abreast of changing policies and procedures to ensure proper guidelines are adhered to.
Qualifications
Job Requirements:
- High School Diploma or GED equivalent
- Zero (0) years of direct experience with an Associate's Degree or Two (2) years of direct experience in lieu of an Associate's degree.
Preferred Experience:
- 2 years of experience with an Associate's Degree
Created: 2024-09-09
Reference: 104921
Country: United States
State: New Mexico
City: Albuquerque
ZIP: 87121
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