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Ambulatory Contact Center Quality Assurance Specialist

hace 1 mes

Puerto Diablo Barrio, Puerto Rico Massachusetts General Hospital A tiempo completo
Job Title: Ambulatory Contact Center Quality Assurance Specialist

The Ambulatory Contact Center at Massachusetts General Hospital is seeking a Quality Assurance Specialist to join our team. This role is responsible for monitoring the quality of customer service interactions and providing feedback to our scheduling staff.

Responsibilities:
  • Evaluate customer interactions across all contact touchpoints, including calls, messages, and Teams
  • Monitor service levels and identify trends and patterns that affect the customer experience
  • Provide actionable feedback to contact center staff and their supervisors
  • Develop quality improvement plans with supervisors, team leaders, and training specialists
  • Analyze performance data to identify recurring issues and recommend process enhancements
Qualifications:
  • Bachelor's Degree in healthcare, management, or a related field
  • At least 3 years of experience working in a contact center, with knowledge of clinical operations and policies
  • Excellent organizational and communication skills, with experience using Microsoft Office products and contact center systems
Working Model:

This role requires a remote work arrangement, with Eastern Business Hours. A stable, secure, quiet, and HIPAA-compliant workstation with an ethernet connection is required. The work schedule is Monday to Friday, 8 am to 4:30 pm, with 40 hours per week.