Job Summary The Trainer, Quality Assurance (QA) is responsible for assessing the quality of the performance of our Customer Navigation Center call center coordinators who deal with our existing and potential customer. The Trainer, QA will monitor inbound and outbound calls, chats and emails responses to assess coordinators demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The person in this role will assist in developing, creating and implementing call center quality processes and procedures; as well as making enhancements to training materials and class modules as needed to enhance the overall customer experience.
Perform call monitoring and provide trend data to site management team. Plan, conduct, coordinate and implement comprehensive training modules that impact quality assurance and performance of customer navigation center coordinatorss.
Participate in customer and client listening programs to identify customer needs and expectations. Provide actionable data to various internal support groups as needed. Coordinate and facilitate call calibration sessions. Provide feedback to call center team leaders, managers and trainers.
Participate in the design of call monitoring formats and quality standards.
Utilize quality monitoring data management system to compile and track performance at a team and individual level. Prepare and analyze internal and external quality reports for management to review. Oversee the integrity of the centralized department knowledge base.
Monitor customer care email and chat responses and identify and develop improvement opportunities as deemed necessary.
Performs other duties as assigned.
Internal Number: 2019-15670
Let’s transform healthcare together.
Every day, we bring patients convenient, coordinated access to healthcare while providing meaningful service to our community.
Join us and you will:
Develop professionally and achieve your career goals
Enrich your life with a focus on wellness
Enjoy a compassionate, caring culture with outreach to our local communities
Support the well-being of you and your family with a diverse portfolio of benefits
Welcome to HonorHealth.
We are a non-profit, local healthcare organization known for community service and outstanding medical quality. Our organization encompasses five acute care hospitals with approximately 10,500 employees and 3,100 volunteers, urgent care centers, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.