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VITAS Healthcare · 1 day ago

Supervisor Quality Assurance

3154 Executive Way, Miramar, FL, 33025, US

Full-time

Onsite

Entry, Mid Level

2+ years exp

VITAS Healthcare is the nation’s leading provider of end-of-life care, and they are seeking a Supervisor Quality Assurance to oversee the Quality Analysts and ensure compliance with quality standards. The role involves monitoring calls, analyzing quality data, and facilitating training and development initiatives to improve performance.

Health CareHospital

Responsibilities

Monitor and evaluate incoming and outgoing calls and the associated documentation of Call Center / Program agents

Create and analyze Quality Team Reporting and assist with identifying areas of opportunity for performance improvement

Support the interview, hiring, training, and ongoing development of Quality Analyst in conjunction with CCC Leadership

Responsible for supervising, coaching, counseling, and on-going development of CCC Quality Analysts, as well as agents in collaboration with operational leaders

Interview and hire new Quality Analysts in conjunction with local management

Provide real time feedback, motivation, and recognition to Quality Analyst and front-line agents, supervisors, and other members of the Quality Team

Facilitate Quality Assurance meetings and calibration sessions with Training, Quality and Operations Team

Participates in the assessment of training needs and activities to improve performance

Use quality monitoring and data management system to compile, track and report performance at the team and individual level

Reviews documentation and reports ensuring compliance with VITAS standards

Analyze quality data to determine trends and recommended process changes or improvements

Partner with managers and supervisors to identify key performance drivers and build appropriate training and quality assurance initiatives

Perform Training needs to agents in the CC/Program as needed

Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management