What are the responsibilities and job description for the Quality Assurance Specialist position at ShiftKey?
Quality Assurance Specialist
About us
Founded in 2016, ShiftKey facilitates direct connections between healthcare facilities and verified, fully licensed healthcare professionals. The ShiftKey platform’s innovative technology empowers more than 3,000 healthcare facilities across 30 states to schedule over 9 million hours, resulting in 800% growth in the last 18 months. With 200 employees across offices in the United States and Poland, ShiftKey has built a world-class team of professionals across all functions and continues to enjoy a fun, high-energy environment, with virtually endless opportunities for growth.
About the work...
We are looking for a Quality Assurance Specialist to join our growing team. As a Quality Assurance Specialist, you would be responsible for evaluating the interactions and processes of our Provider Credentialing and Help Desk teams. You will also be responsible for coordinating Quality Assurance activities and reporting out to the business regarding updates and findings. The ideal candidate will be highly analytical and capable of communicating effectively with a wide variety of audiences.
In this role, you will:
About us
Founded in 2016, ShiftKey facilitates direct connections between healthcare facilities and verified, fully licensed healthcare professionals. The ShiftKey platform’s innovative technology empowers more than 3,000 healthcare facilities across 30 states to schedule over 9 million hours, resulting in 800% growth in the last 18 months. With 200 employees across offices in the United States and Poland, ShiftKey has built a world-class team of professionals across all functions and continues to enjoy a fun, high-energy environment, with virtually endless opportunities for growth.
About the work...
We are looking for a Quality Assurance Specialist to join our growing team. As a Quality Assurance Specialist, you would be responsible for evaluating the interactions and processes of our Provider Credentialing and Help Desk teams. You will also be responsible for coordinating Quality Assurance activities and reporting out to the business regarding updates and findings. The ideal candidate will be highly analytical and capable of communicating effectively with a wide variety of audiences.
In this role, you will:
- Monitor and evaluate inbound phone and chat transactions with Shiftkey’s customer base
- Monitor and evaluate Shiftkey’s provider credentialing process
- Assist managers, supervisors, and team leads in understanding their team’s performance and help guide coaching conversations around quality
- Assist Quality & Credentialing Leads in understanding unique insights for their respective regions and provide recommendations for operational improvement
- Participate in calibration meetings with Shiftkey leadership and third-party vendors
- Coordinate and communicate quality insights and issues with third-party support vendors
- Participate in the training and development of new hires
- Collect and analyze Voice of the Customer (VOC) data and provide recommendations for process changes or training
- Partner with managers to identify gaps in the process and develop remediation plans when applicable
- Perform other duties as assigned, including but not limited to acting as a back-up for other employees and participating in special projects
Ideally you have/are...
- A bachelor’s degree in a related field
- 1 years of quality assurance experience in a call center environment
- 3 years of experience in healthcare or technology
- Experience coaching and/or training frontline staff
- Intermediate to advanced skills in Microsoft Excel
- Intermediate skills in Microsoft PowerPoint
- Experience with Quality Monitoring (QM) software such as Qfinity, Avaya, NICE, or Verint
- Excellent time management skills
- High attention to detail
- An analytical approach to problem solving
Doesn’t hurt that we also offer….
- A high growth, friendly and engaging work environment with potential for endless career opportunities
- Hybrid work environment
- 100% Employer Paid medical option, plus dental and vision options for election
- 100% Employer Paid life insurance, including short and long-term disability
- 401K with dollar for dollar match up to 6% AND immediate vesting after meeting eligibility
- 12 Company paid holidays
- Free onsite gym
- Limitless free snacks
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