Job Description

Purpose:
Do you have call center experience?  Do you enjoy training and quality assurance?  UPMC Corporate Services is hiring a full-time Coordinator, Call Center QA to support the Customer Service department.  This schedule for this role is flexible, and this position is eligible to work from home after training.

The Coordinator, Call Center QA position functions under the supervision and general direction of the Sr. Manager of the Contact Center.  They are responsible for ensuring call standards and departmental procedures are followed.  The Coordinator assists in the original training and reeducating of contact center personnel based on results of QA evaluations.  They are responsible for producing monthly reports to track group/individual quality scores, as well as for implementing newly established reports based upon interdepartmental needs.  They interact with supervisors and personnel to provide necessary feedback/reinforcement for staff.

If you are ready to take the next step in your healthcare career, apply today!

Responsibilities:

• Perform duties and job responsibilities in a fashion which coincides with the service management philosophy of UPMC, including the demonstration of the basics of service excellence towards patients, visitors, staff, peers, physicians, and other departments within the medical center.
• Assist in initial training of new Contact Center personnel.
• Responsible for listening to and evaluating a minimum of 5 calls per representative per month and provide feedback to supervisors/staff on calls reviewed.
• Provide additional retraining to existing personnel based on results of QA evaluations to assist staff in achieving level of performance set forth by Management and Contact Center telephone standards.
• Respond to business/reporting requests on staff as well as required monthly assessments and reports.
• Assist Sr. Managers with special reporting and/or projects within the unit.
• Develop and maintain excellent relationships between other Project Specialist and department management and senior management.

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