Quality Assurance, Contact Center

Remote

Nsight Health, Inc. is a dynamic and innovative company at the forefront of the Remote Patient Monitoring and Chronic Care Management vertical within Value-based Healthcare. We are dedicated to effective and efficient business project/process management to meet our objectives.  In this role, you will be responsible for monitoring and evaluating the quality of inbound and outbound calls to ensure adherence to company standards and compliance requirements. The ideal candidate will have a strong attention to detail, high standards for quality, and familiarity with QA software.

Primary Functions:  

  • Monitor and evaluate inbound and outbound calls to ensure quality, compliance, and adherence to company standards.
  • Grade calls based on established criteria, providing detailed and constructive feedback to agents.
  • Identify trends and areas for improvement and communicate these to the appropriate team members.
  • Assist in the development and updating of quality assurance standards and procedures.
  • Use QA software to log evaluations, track performance, and generate reports.
  • Collaborate with training and management teams to provide targeted coaching and training sessions based on QA findings.
  • Participate in calibration sessions to ensure consistency and accuracy in call evaluations.
  • Stay current with industry best practices and incorporate them into the QA process.

 

Skills & Qualifications: 

  • Experience with QA software is a plus.
  • Bilingual skills are a plus.
  • Excellent verbal and written communication skills.
  • Ability to communicate quickly and effectively using instant digital communication channels (i.e. Slack)
  • Excellent organizational skills and attention to detail.
  • High school diploma or equivalent; bachelor’s degree preferred.
  • Previous experience in a quality assurance role within a contact center environment is highly desirable.
  • Strong attention to detail and high standards for quality.
  • Excellent listening, analytical, and communication skills.
  • Familiarity with QA software and tools is a plus.
  • Ability to provide constructive feedback in a professional and supportive manner.
  • Strong organizational and time management skills.
  • Ability to work independently and as part of a team.
  • Proficient with Google Suite or related software. 

 

Computer Skills: Moderate-Advanced

 

Schedule: Monday-Friday

 

Pay: $64,480 per year

  • Moderate to advanced

Apply now

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