Maintenance of our quality platform. Their primary responsibilities include understanding customer expectations and needs, outlining quality standards, and …

Document quality issues and performance measures. Monitor daily phone calls of CSRs to ensure accurate and timely information is provided to customers.

Conduct monitoring activities for quality assurance purposes. Responsible for monitoring, evaluating and directing staff members on the quality of work…

Assisting with incoming customer calls, emails, and/or chats as needed. Monitoring and scoring Customer Contact Center Specialists for customer service quality,…

4+ years experience as a Quality Assurance Specialist in a call center environment, evaluating and scoring member calls. 401(k) Retirement Savings Program.

Evaluate representative’s performance using key metrics (i.e. call handling, bookings, etc.). Set targets, measure performance, records statistics and prepare…

Experience in a similar healthcare call center setting desired. Provide coaching, verbal and written feedback to clinical quality assurance specialists…

High school diploma or equivalent with 4+ years or AA with 2+ years of related call center quality improvement coaching experience.

Deep knowledge of CoverVA call center business with quality focus required. Conduct monitoring activities for quality assurance purposes.