Carilion Clinic · 10 hours ago

Call Center Quality Analyst- remote

Roanoke, VA

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Performs interaction monitoring and scoring across multiple channels promoting an easy, empathetic, solution-oriented experience for our patients, providers, and community. Ensures adherence to call center quality standards.

Creates weekly and monthly reports to show the number of interactions scored, total scores per focal point, individual results as well as results by team and the overall department. Utilizes trend data to suggest opportunities and help the leadership team identify regular focal points for education and monitoring to enhance the patient experience.

Performs root cause analysis on missed quality goals. Develops and recommends action plans to reduce or eliminate root cause and improve overall performance.

Partners with team leads and call center leadership to provide actionable feedback and supportive coaching to help agents achieve maximal performance and ensure quality standards are met.

Assists in creating, implementing and improving call center quality processes and procedures; as well as making recommendations for enhancements to training materials and curriculum as identified during the quality assurance process.

Coordinates and facilitates call calibration sessions for the leadership team.

Assists with researching and responding to complaints regarding call center agent performance or perceived negative encounter. Records and tracks complaints utilizing external feedback to shape quality monitoring efforts.

Stays current with relevant guidelines, workflows, and policies within the call center.

Qualification

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Call Center ExperienceCall Center OperationsCall Center SoftwareHealthcare ExperienceService StandardsMicrosoft OfficeRoot Cause AnalysisCoaching SkillsReporting Skills