Carilion Clinic
Call Center Quality Analyst- remote
This job is now closed
Job Description
- Req#: 147989
Employer Industry: Healthcare Services
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely with occasional in-office meetings
- Supportive and collaborative work environment
- Chance to make a positive impact on patient and provider experiences
- Competitive salary with a focus on employee development
- Commitment to innovation and collaboration within the health system
What to Expect (Job Responsibilities):
- Monitor and score agent interactions across multiple channels to ensure high-quality service
- Create weekly and monthly reports to analyze interaction scores and identify improvement opportunities
- Perform root cause analysis on missed quality goals and recommend action plans
- Provide actionable feedback and coaching to call center agents to enhance performance
- Assist in developing and refining call center quality processes and training materials
What is Required (Qualifications):
- Bachelor’s degree or equivalent experience preferred
- 2 to 4 years of call center experience required
- 1 to 2 years of prior healthcare experience strongly preferred
- Strong understanding of call center operations, service standards, and metrics
- Proficiency in Microsoft Office (intermediate Word, basic Excel) and call center software
How to Stand Out (Preferred Qualifications):
- Experience in quality assurance within a call center environment
- Strong analytical skills with the ability to exercise judgment in sensitive situations
- Excellent interpersonal skills to provide constructive feedback
- Familiarity with healthcare industry guidelines and workflows
- Previous experience coordinating training or calibration sessions
#HealthcareServices #CallCenter #QualityAssurance #RemoteWork #CareerGrowth
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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.About the company
Carilion Clinic, formerly known as Carilion Health System, is a Roanoke, Virginia-based non-profit integrated health care organization that provides care for nearly one million Virginians and West Virginians.
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