Call Quality Assurance Coordinator

All Care Therapies is one of the leading providers of therapy services. In addition to providing specialized rehabilitative care in our Outpatient Clinics, All Care Therapies is also one of the largest providers of home health therapy services in So. Cal. As a leader in the rehabilitative care industry, All Care Therapies goals are to continually bring solutions to address the evolving challenges of therapy providers.

The Quality Assurance Coordinator is responsible for ensuring the highest level of customer service and satisfaction by monitoring, auditing, and analyzing interactions and providing feedback and coaching. In addition, the Quality Assurance Coordinator also helps support operations as needed.

To succeed in this role, a Quality Assurance Coordinator should have excellent communication and organizational skills and the ability to multitask and prioritize tasks effectively. As the Quality Assurance Coordinator should be detail-oriented, analytical, ability to deliver effective coaching and provide best practices. The Quality Assurance Coordinator creates and maintains an atmosphere of warmth and a positive emphasis with a can-do attitude. Specific duties for this role may include:

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  Monitor call center interactions using call recording and quality assessment tools.
• Provide feedback and coaching based on identified areas for improvement
• Assists with development scorecards, coaching tools, and weekly/monthly reporting
• Analyze data and metrics to identify trends and areas for improvement
• Collaborate with leadership team to develop and implement best practices
• Assist in the development and delivery of training programs
• Assess the effectiveness of current processes and make recommendations for improvement
• Perform quality audits and generate reports for management
• Participate in team meetings and provide updates on quality initiatives

Additional May Include:

• Coordinating appointments with clients and managing client schedules
• Handling requests for appointments and determining availability
• Confirming and rescheduling appointments as needed
• Conduct Introductory calls to clients/family to confirm information is correct, provide overview of services, assist with technical set up/testing, and deliver this with excellent customer service
• Handle both inbound and outbound calls in a call center type setting
• Make reminder calls for upcoming sessions
• Contact clients for make-up sessions if sessions are canceled

• 1 years of experience in a call center quality or training role
• Experience with coaching & engaging remotely
• Ability to work on multiple platforms/software, experience with call center software and tools, such as call recording and quality assessment systems
• Strong analytical skills
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office and Google Suite
• Ability to work independently as well as collaborate with team members
• Ability to work in fast-paced environment and meet deadlines
• Excellent written and verbal communication skills
• Customer Service experience in call center environment preferred
• Experience in managing ticket systems preferred
• Bilingual – Spanish - Preferred
• Strong Soft Skills
• Detail-oriented
• Minimum of one year working remotely

$45,000-$45,000 annually, commensurate with experience and qualifications

SLP-tele is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.