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MTM Health · 20 hours ago

Quality Assurance Support Coach

MD - Hyattsville

Full-time

Onsite

Entry Level

$25/hr - $25/hr

1+ years exp

MTM Health is a company focused on improving quality services in customer service levels. They are seeking a Quality Assurance Support Coach to manage and monitor performance metrics of the Operational Control Center (OCC) and ensure adherence to established protocols and procedures.

CommunitiesHealth CareHospitalMedical

Responsibilities

Work with the OCC Leadership to update established protocols and procedures to improve quality

Conduct daily monitoring of OCC activity to review and evaluate Quality Assurance

Document, score calls and provide recommendations for process improvements

Track all agents that fail to adhere to WMATA’s TAP policy

Review CMS reporting to identify the amount of ACD calls

Monitor RES & WMR phone skills by listening to historical recorded calls and scoring performance

Monitor and assess OCC performance by reviewing inbound and outbound call activity by using the NICE score card

Meet monthly percentage for historical calls for the Reservations and Dispatch departments

Observe, document and evaluate operations, including dispatch, scheduling and customer service

Participate in OCC morning and afternoon pullouts (scheduled by WMATA)

Manage weekly compliance report card data

Attend client meetings and public presentations, as needed

Investigate and report all suspicious phone activity to WMATA

Notify Management of all system outages in the NICE recording system

Provide departmental support for various functions as needed

Record results daily in the auditing spreadsheet

Provide timely feedback to Supervisor on a continual basis

Respond to WMATA as needed

Other duties as assigned

Qualification

Customer ServiceAttention to DetailProfessional Office Environment

Required

High school diploma or G.E.D. equivalent

A minimum of one (1) year of Customer Service experience

Ability to work in a professional office environment

Strong attention to detail

Preferred

College degree preferred

1 year MTM Customer Service experience preferred

Benefits

Health and Life Insurance Plans

Dental and Vision Plans

401(k) with a company match

Paid Time Off and Holiday Pay

Maternity/Paternity Leave

Casual Dress Environment

Tuition Reimbursement

MTM Perks Discount Program

Leadership Mentoring Opportunities

Company

MTM Health

Glassdoor3.7

MTM Health is a medical and transportation management company whose mission is to partner with our clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner.

Founded in 1995

St Louis, Missouri, USA

1001-5000 employees