Versiti Blood Center of Illinois · 11 hours ago
Training and Quality Specialist - Call Center
Aurora, IL
Full-time
Onsite
Entry Level
$20.74/hr - $20.74/hr
1+ years expVersiti Blood Center of Illinois is a leading organization in transfusion medicine and diagnostic services. The Training and Quality Specialist will monitor and score interactions, analyze reports, and recommend improvements to enhance donor recruiting performance.
Hospital & Health Care
Responsibilities
Monitors agent calls, chats, social media replies, emails, and texts using set donor experience standards
Assists in the development of the quality programs and makes edits, as needed
Facilitates individual and group coaching sessions with agents to improve scores/performance
Monitors and reviews employee performance to ensure productivity and exceptional performance
Keeps management informed of daily operations and issues
Provides input, suggestions, and ideas for effective customer-service and donor retention programs
Creates, edits, and utilizes quality scorecards
Executes Recruitment quality program to understand opportunities with Coordinators
Ensures processes are followed effectively and efficiently to maximize productivity; intervene and assists in resolving operational problems
Identifies trends or opportunities and make recommendations for changes and/or improvements
Creates, updates, and maintains resource material
Creates, updates, and maintains scripts for calls and recordings, working in conjunction with Donor Marketing and Donor Group Recruiting
Responsible for proactively communicating improvements needed
Delivering coaching to employees who may be under performing
Responsible for assisting with training sessions, as needed
Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
Understands and performs in accordance with all applicable regulatory and compliance requirements
Complies with all standard operating policies and procedures
Qualification
Required
High School Diploma required
1-3 years Proficient customer service experience required
Previous coaching and/or presentation skills required
Advanced (“Power User”) Microsoft Office Suite required
Excellent oral and written communication skills, specifically with interactions over email, documentation, and speaking to the team required
Excellent editing and proof-reading skills required
Excellent problem-solving and service recovery skills required
Excellent organizational skills required
Demonstrated ability to multi-task, while maintaining attention to detail required
Demonstrated ability to maintain confidentiality required
Proficient initiative and self-directed required
Personal Computer (desktop, laptop) required
Microsoft Office products required
Must learn contact center-specific programs (HemaTerra) required
Preferred
Associate's Degree preferred
Minimum 2 years contact center experience preferred
Outbound or sales experience preferred
Experience in monitoring contact center calls preferred
Benefits
Medical
Dental
Vision Plans
Paid Time Off (PTO) and Holidays
Short- and Long-term disability
Life insurance
7% match dollar for dollar 401(k)
Voluntary programs
Discount programs
Others
Company
Versiti Blood Center of Illinois
Based in Aurora, Versiti Blood Center of Illinois serve 63 hospitals in a 12-county area in Chicagoland and Northwest Indiana, and collects more than 155,000 units of blood annually.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase