Quality and Training Analyst - FT - Days - DIO - Hybrid Eligible
External
Memorialhealthcare · Digital Innovation OfficePrepare for this interview
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About the role
Responsible for overseeing the contact center's quality and performance standards, alongside developing, and implementing comprehensive training programs. Understand all aspects of call quality, customer service, and internal and external compliance requirements, to ensure new hire and ongoing curriculum is driving performance and quality. This multifaceted role entails monitoring interactions, analyzing quality trends, and identifying training needs to enhance agent performance.
Responsibilities
- Competencies:
- ACCOUNTABILITY, ACCURACY, ANALYSIS AND DECISION MAKING, CONTENT PRESENTATION AND DELIVERY, CUSTOMER SERVICE, HIPAA, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK
- Education and Certification Requirements:
- Bachelors: Business Administration (Required)
- Additional Job Information:
Benefits
Additional Information
At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
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