Quality Assurance Specialist Marcum & Wallace Hospital

Thank you for considering a career at Mercy Health!

Scheduled Weekly Hours:

Work Shift:

The Quality Assurance Specialist (QAS) is responsible for monitoring assessing and documenting the adherence to standards for programs and services delivered to consumers. The QAS monitors inbound and outbound interactions against a standardized evaluation tool designed to assess a service experts adherence to scripts system usage and customer experience. Responsible to provide input to the scoring methodology and form based upon updates to operational policies procedures and system usage.

Essential Functions

• Develop maintain and implement processes and procedures to ensure delivery of service excellence as well as make recommendations for enhancements to training materials or operational elements as needed.

• Monitor and score service expert customer interactions using an evaluation form to determine if service experts provided excellent customer service followed appropriate call scripts and used systems appropriately throughout the call. May include targeted call review to resolve escalation of issues as well as scheduled call monitoring.
• Provide feedback to supervisors/managers and others as needed via evaluation form and other written / verbal communications designed to help coach service experts and highlight areas of opportunity as well as areas of high performance.
• Identify and escalate risks through defined channels for issues identified through call monitoring or other interactions with Service Experts.
• Participate in joint call calibration sessions with Contact Center Management and Training Department and other areas as appropriate to align on execution of written standards.
• Understand the implication and associated changes with the implementation of new scripts processes / policies and or scheduling system enhancements.
• Partner well with other QASs operations training knowledge clinical quality and others with the goal of mitigating risk and providing an excellent and consistent customer experience for continued improvement of our services
• Contribute to the overall quality of service delivered to our consumers through a uniform and consistent focus on agreed upon standards of excellence.
• This document is not an exhaustive list of all responsibilities skills duties requirements or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor subject to reasonable accommodation.

Employment Qualifications:

Preferred: Bachelors/4 year degree; Business Management

Minimum Years and Type of Experience

3 years of contact center experience (required). 2 years of quality assurance/monitoring experience (preferred). Healthcare experience (preferred).

Other Knowledge Skills and Abilities Required:

Proficient with Microsoft Office Products Detail oriented Good decision making skills Excellent written and verbal communication skills Work well with operational and training partners Able to balance conflicting opinions / information and escalation paths if needed Good problem solving skills Open to change and a facilitator of change management Computer literacy Confidentiality Independent management of tasks Identify and escalate risks and issues raised across thousands of evaluations

Other Knowledge Skills and Abilities Preferred:

Enterprise contact center implementation experience Salesforce and/or other CRM platform experience Calabrio systems experience

Mercy Health is an equal opportunity employer.

As a Mercy Health associate youre part of a Misson that matters. We support your well-being personally and professionally. Our benefits are built to grow with you and meet your unique needs every step of the way.

What we offer
Competitive pay incentives referral bonuses and 403(b) with employer contributions (when eligible)
Medical dental vision prescription coverage HAS/FSA options life insurance mental health resources and discounts
Paid time off parental and FMLA leave short- and long-term disability backup care for children and elders
Tuition assistance professional development and continuing education support

Benefits may vary based on the market and employment status.

Department:

It is our policy to abide by all Federal and State laws as well as the requirements of 41 CFR 60-1.4(a) 60-300.5(a) and 60-741.5(a). Accordingly all applicants will receive consideration for employment without regard to race color national origin religion sex sexual orientation gender identity age genetic information or protected veteran status and will not be discriminated against on the basis of disability. If youd like to view a copy of the affirmative action plan or policy statement for Mercy Health Youngstown Ohio or Bon Secours Franklin Virginia; Petersburg Virginia; and Emporia Virginia which are Affirmative Action and Equal Opportunity Employer please email . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact The Talent Acquisition Team at .