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Company

Memorial Hermann Health System · 5 hours ago

Quality Assurance Specialist

Houston, TX

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Positively impact team performance, including productivity metrics (AHT, talk time, not ready time, schedule adherence, etc.)and coaching for excellence through quality assurance/monitoring activities.

Perform monitoring of calls or other channels of communication to compile and track performance at the team, line of business and individual level and provide actionable feedback to respective staff and leadership.

Monitor, evaluate and score a percentage of calls for respective staff for compliance with established processes, policies and guidelines, and provide timely feedback and coaching based on evaluation results.

Analyze information and utilize data to build recommendations to reduce errors and improve process performance; recommend process improvements that will enhance customer service delivery, first call resolution, and productivity.

Participates or leads multi-disciplinary calibration sessions to identify improvement opportunities for customer service delivery or processes.

Will provide timely feedback and coaching to staff and specific feedback or trend data to management.

Document quality audit results while providing accurate and timely reports, to leadership.

Will participate and/or lead special projects and/or initiatives, addressing service issues.

Able to work independently and in a team environment.

Adhere to all Compliance/Program Integrity requirements.

Complies with HIPAA Regulations.

Ensure safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann's service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

Perform other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Quality AssuranceBilingual (English/Spanish)Microsoft AccessMicrosoft ExcelMicrosoft WordProcess improvementCoaching skillsCross-functional collaboration

Required

1-2 years' experience as in a quality assurance role in a call or support center environment.

Excellent listening and analytical skills.

Excellent verbal, written, and interpersonal communication skills, with the ability to evaluate, motivate, and provide feedback to individuals at various skill levels.

Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization.

Ability to plan, organize and complete work to meet established objectives.

Ability to conduct inter-disciplinary calibration sessions to achieve improvements in quality performance.

Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines.

Proficient with Microsoft Access, Excel, and Word.

Ability to perform cross-functionally in a matrix environment as workplace demands requires collaboration and assistance between departmental functions.