Contact Center Quality Assurance Coach
At Orlando Health, we are committed to providing the highest quality of care to our patients. As a Contact Center Quality Assurance Coach, you will play a crucial role in ensuring that our contact center representatives are providing top-notch service to our patients and their families. We are seeking a dedicated and experienced individual who is passionate about coaching and developing others to join our team. If you have a background in quality assurance and a strong desire to make a positive impact on the healthcare industry, we would love to hear from you.
- Develop and implement quality assurance processes and procedures for the contact center representatives.
- Monitor and evaluate the performance of contact center representatives through call monitoring, scoring, and feedback.
- Identify areas of improvement and provide coaching and training to contact center representatives to enhance their performance.
- Collaborate with the contact center management team to establish and maintain quality standards and metrics.
- Conduct regular audits to ensure compliance with quality standards and regulations.
- Analyze data and trends to identify areas for improvement and make recommendations to management.
- Provide regular reports and updates to management on the performance of contact center representatives.
- Serve as a mentor and role model for contact center representatives, promoting a culture of excellence and customer service.
- Stay updated on industry trends and best practices in quality assurance and customer service.
- Work closely with other departments to ensure consistency in quality standards across the organization.
- Provide support and guidance to contact center representatives during escalated customer interactions.
- Participate in the hiring and onboarding process for new contact center representatives, ensuring they are trained and equipped to provide high-quality service.
- Continuously seek ways to improve the overall patient experience and satisfaction through quality assurance initiatives.
- Foster a positive and collaborative work environment within the contact center team.
- Adhere to all company policies and procedures, as well as regulatory requirements.
Strong Understanding Of Contact Center Operations: A Quality Assurance Coach Must Possess A Deep Knowledge Of Contact Center Processes, Systems, And Tools To Effectively Evaluate And Coach Agents.
Excellent Communication Skills: As A Quality Assurance Coach, The Ability To Provide Constructive Feedback And Communicate Expectations Clearly Is Crucial. Strong Verbal And Written Communication Skills Are A Must.
Quality Assurance Experience: Prior Experience In Quality Assurance, Preferably In A Contact Center Setting, Is Highly Desirable. This Includes Experience In Evaluating Agent Performance, Identifying Areas For Improvement, And Implementing Quality Improvement Initiatives.
Analytical And Problem-Solving Skills: A Quality Assurance Coach Must Have Strong Analytical Skills To Review And Interpret Data, As Well As Identify Trends And Patterns In Agent Performance. They Must Also Be Able To Develop Effective Solutions To Improve Overall Quality And Performance.
Team Player And Leadership Abilities: The Role Of A Quality Assurance Coach Requires Collaboration With Various Teams, Including Contact Center Managers, Trainers, And Agents. The Ability To Work Well In A Team And Lead By Example Is Essential For Success In This Role.
Documentation
Training
Communication
Time Management
Coaching
Attention to detail
Reporting
Evaluation
Teamwork
Analysis
Monitoring
Problem-Solving
feedback
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Contact Center Quality Assurance Coach in Orlando, FL, USA is between $34,000 and $50,000 per year. However, this can vary depending on the specific company, the individual's experience and qualifications, and other factors.
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Orlando Health is a private, not-for-profit network of community and specialty hospitals based in Orlando, Florida. Orlando Health has award-winning hospitals, clinics and over 2000 physicians throughout Central Florida.
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