Quality Assurance Specialist Lead

Overview:  The Quality Assurance Specialist Lead is responsible for assisting with the day-to-day operations of quality reporting, quality coaching and quality oversight. The Quality Assurance Specialist Lead will assist the Quality Manager with daily operations including assistance to quality coordinators, call center trainers, call center associates, client calibrations and new hire nesting. 

Duties and Responsibilities:

• Assist Quality Manager in meeting and attempting to exceed daily, weekly, and monthly quality goals;
• Motivate and inspire the team to exceed goals;
• Support new hire staff during their “nesting” period to assist with quality audits, answer questions, mentor, and provide performance feedback;
• Identify opportunities for development and continuous improvement;
• Provide assistance with call scripter tool;
• Provide feedback to the training team regarding any trends noted that would warrant further trainings;
• Assist with client calibration call retrieval, review and analysis;
• Assist with complaint call retrieval and review;
• Remain calibrated with Quality Manager when conducting quality audits;
• Actively participate in team meetings and call calibrations as well as provide quality coaching as needed;
• Produce reports reflecting individual and overall results during nesting and coaching sessions;
• Analyze trends from reports to assist quality manager and training team;
• Support quality remediation activity;
• Other duties as deemed appropriate;
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Minimum of 5 years customer service experience preferred;
• Previous experience in call quality auditing and coaching strongly preferred;
• Advanced knowledge of Microsoft Office applications including Excel and Outlook;
• Exceptional problem solving, analytical, interpersonal and communication skills to resolve issues within Operations;
• Professionally skilled in verbal and written communication
• Meticulous organization skills, with the ability to multi-task; and
• Ability to make sound decisions in a timely and independent manner.

Education:

• High School diploma or equivalent.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly lift, carry, push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally, usually for training purposes.