Quality Assurance Coordinator

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.

Essential Duties/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

• Provide quality reporting documentations during audits

• 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

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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

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.