Quality Assurance Coordinator
Birdirx, Plymouth Township, MI, United States
Position Summary:
The Quality Assurance Coordinator is responsible for performing quality assurance activities, in a confidential manner, to ensure that the highest level of service is being delivered to all of our patients and callers. This position has no direct reports.
Responsibilities
Develop and maintain quality program including maintaining the quality monitoring application.
Monitor employees telephone calls to ensure compliance with all federal and state regulations, consistency with internal policies and procedures, proper telephone etiquette and documentation of all calls and files.
Identify possible problems and/or areas of improvement; provide management with accurate and documented quality related concerns.
Immediately report privacy and/or compliance violations in accordance with policy.
Trend and identify areas of performance improvement and recommend individual or group training initiatives.
Place a minimal amount of outbound phone calls when business ventures warrant.
Maintain department reporting on quality to include creation of weekly and monthly reports/graphs.
Provide feedback to supervisors and management, specific to results of individual agents, based on call monitoring criteria.
Maintain knowledge of call center requirements, as well as department and company policies and procedures.
Develop and maintain good working relationships with call center management, across all company locations, to enable standardization of processes and procedures to optimize overall department performance.
Collaborate with management to enhance and implement quality assurance and customer satisfaction programs.
Handle additional call center tasks during times of high call volume, as required.
Other duties as assigned.
Required Skills / Abilities
Proficient with Microsoft Office Suite or related software.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines, prioritize work and work independently.
Strong analytical and problem‑solving skills.
Ability to function well in a high‑paced and at times stressful environment.
Education / Experience
Bachelor's degree or equivalent combination of education and experience.
A minimum of 5 years’ experience in a pharmacy or healthcare environment.
A minimum of 5 years of leadership experience.
Preferred Skill / Abilities
Experience with monitoring and evaluating calls in a high‑volume contact center environment.
Experience with QA applications.
Experience with telephony systems utilized in contact centers.
Bachelors or better in Business Administration.
Work Environment / Physical Requirements
Typical office environment, with minimal exposure to excessive noise or adverse environmental issues.
Ability to sit for prolonged periods of time.
Additional Information
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The Quality Assurance Coordinator is responsible for performing quality assurance activities, in a confidential manner, to ensure that the highest level of service is being delivered to all of our patients and callers. This position has no direct reports.
Responsibilities
Develop and maintain quality program including maintaining the quality monitoring application.
Monitor employees telephone calls to ensure compliance with all federal and state regulations, consistency with internal policies and procedures, proper telephone etiquette and documentation of all calls and files.
Identify possible problems and/or areas of improvement; provide management with accurate and documented quality related concerns.
Immediately report privacy and/or compliance violations in accordance with policy.
Trend and identify areas of performance improvement and recommend individual or group training initiatives.
Place a minimal amount of outbound phone calls when business ventures warrant.
Maintain department reporting on quality to include creation of weekly and monthly reports/graphs.
Provide feedback to supervisors and management, specific to results of individual agents, based on call monitoring criteria.
Maintain knowledge of call center requirements, as well as department and company policies and procedures.
Develop and maintain good working relationships with call center management, across all company locations, to enable standardization of processes and procedures to optimize overall department performance.
Collaborate with management to enhance and implement quality assurance and customer satisfaction programs.
Handle additional call center tasks during times of high call volume, as required.
Other duties as assigned.
Required Skills / Abilities
Proficient with Microsoft Office Suite or related software.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines, prioritize work and work independently.
Strong analytical and problem‑solving skills.
Ability to function well in a high‑paced and at times stressful environment.
Education / Experience
Bachelor's degree or equivalent combination of education and experience.
A minimum of 5 years’ experience in a pharmacy or healthcare environment.
A minimum of 5 years of leadership experience.
Preferred Skill / Abilities
Experience with monitoring and evaluating calls in a high‑volume contact center environment.
Experience with QA applications.
Experience with telephony systems utilized in contact centers.
Bachelors or better in Business Administration.
Work Environment / Physical Requirements
Typical office environment, with minimal exposure to excessive noise or adverse environmental issues.
Ability to sit for prolonged periods of time.
Additional Information
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr