1. Conduct random call, scheduling, and documentation quality audits within specified timelines and individually manage completion of the target number of audits required per agent. 2. Review and document inbound/outbound calls utilizing departmental quality monitoring standards and guidelines in order to ensure that quality policies and procedures are being met. 3. Compile and track performance at team and individual levels. 4. Analyze and prepare internal and external quality reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, and the entire CARE Center. 5. Provide monthly executive level summary of results from audits including action plans to elevate performance. 6. Leads CARE Center process improvement sessions to advance the design of the quality performance systems, training, tools, and processes. 7. Leads projects associated with enhancing the quality of service to both internal and external customers Participate in live call shadowing sessions to understand firsthand the needs and expectations of patients. 8. Maintain a thorough understanding of systems that support quality assurance functions, to include scheduling software, decision support or specialty profile software, phone recording system software and quality assurance database software. Adapt quickly to any changes in process or software. Be able to troubleshoot issues and report issues that will impact quality department. 9. Understand and support improvement of key metrics associated with CARE Center quality. 10. Provide ad hoc reports as requested in an actionable format. 11. Attend and actively participate in staff meetings and trainings. 12. May perform other duties as assigned.
Preferred Education: Proficiency scheduling in EPIC. Experience with ACD lines, and call questions.
Preferred Education, Experience and Skills: Proficiency scheduling in EPIC. Experience with ACD lines, and call questions.
Required Skill/ability 5: Dynamic learner and results oriented. Highly collaborative team player with strong sense of initiative.
Posting Position Title: Quality Analyst
Required Skill/ability 3: Highly committed to superior customer service. Ability to effectively deal with people at all levels inside and outside of the Company.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Quality Analyst
Required Skill/ability 1: Strong organizational, multi-tasking, planning, and time management skills. Excellent verbal, written, professional communication skills.
Required Skill/ability 4: Exceptional listening and analytical skills.
Required Skill/ability 2: Proficient with Microsoft Office (Word, Excel, PowerPoint).
Bachelor's Degree in business, communication, or another related field and minimum two years Call Center (or related) experience or an equivalent combination of education and experience.
Internal Number: 61957BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.