What are the responsibilities and job description for the Quality Assurance Analyst position at Centers Health Care?
Quality Assurance Analyst
Revival Home Health Care actively looking to hire a Quality Assurance Analyst in Ft Lauderdale, Florida.
Quality Assurance Analyst (QA) is responsible for assessing and auditing the quality of the performance of our customer-facing teams. The QA will monitor inbound and outbound calls to assess team member demeanor, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.
Essential Duties and Responsibilities:
- Analyze/audit inbound and outbound customer calls to identify areas of service delivery that did not meet pre-established performance standards
- Coordinate and conduct targeted group training sessions for new hires and as needed for performance improvement
- Provide structured and timely feedback to team leadership and management
- Investigate customer complaints and issues, provide corrective and preventative actions
- Prepare and analyze internal and external quality reports for management staff review
- Perform other duties as assigned
Knowledge, Skill Set & Qualifications Required
- 2-3 years call center experience
- Bachelor degree a plus
- Excellent verbal, written, and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer service
- Exceptional listening and analytical skills
- Solid time management skills
- Must be proficient with Microsoft Office
Position Type/Expected Hours of Work
Full time, Monday through Friday, 9 a.m. to 5 p.m.
We offer:
- Competitive Wages
- Health Benefits
- Dental
- Vision
- 401K
- Generous Paid Time Off
- Voluntary Employee Benefit Programs
- Paid Training
- Employee Referral Award Program
LOCATION:
Ft Lauderdale, Florida
ABOUT US:
Centers Home Care is one of the largest home health care organizations in New York, providing every type of healthcare from Health aide to Physical Therapists, Registered Nurses, and more. Our network includes Alpine Home Health Care, Revival Home Health Care, InterGen Health, and Amazing Home Care. Whether you are a hospital planner arranging patient discharges, a rehabilitation patient in need of continuing care when you return home, or you’re taking care of someone at home and need a little extra help, we’re here for you. We have the staff and most importantly, we have the expertise. We can solve your care needs, assist you with short or long-term equipment rental, and resolve insurance questions all with one call. AHC18
Centers Health Care is a fully integrated post-acute care continuum offering rehabilitation and skilled nursing services in more than 45 locations covering four states. In addition, we provide special services including in-center and home dialysis, ventilator care, and care for those with Alzheimer’s. The Centers Health Care family offers Skilled Nursing, Urgent Care, Managed Care, Renal Dialysis Services, Clinical Laboratory Services, Adult Day Health Care, and Assisted Living services, as well as every level of Home Care. Centers is well known for our commitment to our employees, offering outstanding ongoing training and development, career advancement opportunities, competitive pay rates, generous compensation packages and more.
CentersHealthCare.com/careers
Equal Opportunity Employer –M/F/D/V
