Training and Quality Specialist Call Center
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Job Location:
Aurora, CO - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Overview
Versiti is a fusion of donors scientific curiosity and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute we enable life saving gifts from our donors and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine transplantation stem cells and cellular therapies oncology and genomics diagnostic lab services and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes higher quality services and reduced cost of care for hospitals blood centers hospital systems research and educational institutions and other health care providers. At Versiti we are passionate about improving the lives of patients and helping our healthcare partners thrive.
Position Summary
Under the direction of the Training & Quality Manager the Specialist Training and Quality assists in the daily overall operation of donor recruiting activities. The primary focus is to monitor and score calls chats and social media responses for addition this role will analyze reports track recruiting trends and make recommendations to leadership to improve recruiting performance.
Total Rewards Package
Compensation
The target salary for this position is $20.74 per target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education experience skills and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications.
Benefits
Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical Dental and 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.
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
Qualifications
Education
- High School Diploma required
- Associates Degree preferred
Experience
- 1-3 years Proficient customer service experience required
- 1-3 years Minimum 2 years contact center experience preferred
- 1-3 years Outbound or sales experience preferred
- 1-3 years Experience in monitoring contact center calls preferred
- 1-3 years Previous coaching and/or presentation skills required
Knowledge Skills and Abilities
- 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
Tools and Technology
- Personal Computer (desktop laptop) required
- Microsoft Office products required
- Must learn contact center-specific programs (HemaTerra) required
Required Experience:
IC
Key Skills
- Quality Assurance
- FDA Regulations
- Data Collection
- Food Safety Experience
- ISO 9001
- Mobile Devices
- Root cause Analysis
- Quality Systems
- OSHA
- Food Processing
- Quality Management
- cGMP
About Company
Versiti’s mission is rooted in saving lives through blood donation, blood research, organ and tissue donation, diagnostic testing and more.
