Quality Coordinator
Overview
The Quality Coordinator (QC) is responsible for reviewing calls made by the MRR Operations Non Clinical Intervention Operations (NCIO) team members. The QC's daily task is to monitor calls to assess associates demeanor, accuracy, and adherence to departmental procedures during the call. The QC serves an important role in ensuring MRR Operations NCIO team members are successfully driving the initiatives of the department.
Responsibilities
Develop, update and maintain Call Quality materials for the Operational Standards & Development (OSD) team;
Utilize the NICE software to monitor calls and measure process performance;
Provide feedback to supervisors that will assist in the training and development of associates that will lead to excellent customer service;
Identify trends that will assist the training team in making enhancements to associate training;
Identify and report calls that could be PHI violations and report them for further research;
Participate in call calibration meetings to level-set call scoring and clearly articulate the methodology and process of scoring;
Identify opportunities for system and operational quality improvement; and
Provide administrative support to management including, but not limited to, scheduling and staffing meetings, organizing and producing documents, maintaining filing systems, mailings and other daily tasks incidental to operations.
Qualifications
1 2 years of experience in a supervisory or quality assurance role in a call center environment;
Strong analytical and critical thinking skills;
Strong attention to detail and multi-tasking abilities;
Must be proficient in MS Office;
Excellent communication skills, both written and verbal; and
Ability to work independently and collaboratively.
Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Quality Coordinator (QC) is responsible for reviewing calls made by the MRR Operations Non Clinical Intervention Operations (NCIO) team members. The QC's daily task is to monitor calls to assess associates demeanor, accuracy, and adherence to departmental procedures during the call. The QC serves an important role in ensuring MRR Operations NCIO team members are successfully driving the initiatives of the department.
Responsibilities
Develop, update and maintain Call Quality materials for the Operational Standards & Development (OSD) team;
Utilize the NICE software to monitor calls and measure process performance;
Provide feedback to supervisors that will assist in the training and development of associates that will lead to excellent customer service;
Identify trends that will assist the training team in making enhancements to associate training;
Identify and report calls that could be PHI violations and report them for further research;
Participate in call calibration meetings to level-set call scoring and clearly articulate the methodology and process of scoring;
Identify opportunities for system and operational quality improvement; and
Provide administrative support to management including, but not limited to, scheduling and staffing meetings, organizing and producing documents, maintaining filing systems, mailings and other daily tasks incidental to operations.
Qualifications
1 2 years of experience in a supervisory or quality assurance role in a call center environment;
Strong analytical and critical thinking skills;
Strong attention to detail and multi-tasking abilities;
Must be proficient in MS Office;
Excellent communication skills, both written and verbal; and
Ability to work independently and collaboratively.
Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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